Customer Operations Associate I

1 hour, 54 minutes ago
Full-time
Junior
Customer and Technical Support
Affirm

Affirm

Affirm offers a transparent buy now, pay later service founded in 2012 by Max Levchin. No late fees or surprises, just a responsible way to pay over time for your favorite brands.

Diversified Financial Services
1K-5K
Founded 2012

Description

  • Resolve escalated customer inquiries primarily via email, with occasional phone support.
  • Maintain professionalism, strong rapport with customers, and high quality assurance scores.
  • Use product and financial knowledge to investigate and resolve a wide range of customer cases.
  • Participate in ongoing training to build new skills and responsibilities.
  • Identify trends and improvement opportunities through agent coaching, quality monitoring, and product feedback.
  • Support the incubation of new products and features, and assist with ad hoc projects.
  • Manage schedules and email channels independently to drive productivity and quality performance.
  • Collaborate cross-functionally with other Affirm teams to analyze and resolve complex customer issues.
  • Create documentation such as meeting minutes, N-pagers, and procedural updates.

Requirements

  • 1-3 years of experience interacting with customers in an omnichannel environment such as phone, email, and chat.
  • Excellent verbal and written communication skills.
  • Ability to deliver high-quality work independently and virtually in a fast-growth environment.
  • Sound judgment and proactive problem-solving skills.
  • Strong analytical thinking, organizational skills, and attention to detail.
  • Ability to manage competing priorities and follow through consistently.
  • Team-oriented mindset with interest in collaborating with cross-functional partners.
  • Comfortable working evenings, weekends, and public holidays as needed.
  • Experience in the financial industry is a plus.
  • Mac (iOS) and Google Workspace knowledge is a plus.
  • Comfortable working with key performance indicators (KPIs) to assess and improve performance.

Benefits

  • CAN base pay range of $39,000 to $59,000 CAD per year.
  • Equity rewards as part of the total compensation package.
  • Monthly stipends for health, wellness, and tech spending.
  • 100% subsidized medical coverage for you and your dependents.
  • Dental and vision coverage for you and your dependents.
  • Remote-first work environment with flexibility to work almost anywhere in the country of employment.
  • Competitive vacation and holiday schedules.
  • Employee stock purchase plan with shares available at a discount.

Interested in this position?

Apply directly on the company website

Apply Now

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