Customer Operations Associate I

About the Role

Join Affirm's Customer Operations team to provide exceptional support to our customers, ensuring timely and accurate resolution of inquiries while contributing to the improvement of our financial products.

Responsibilities

• Resolve escalated customer inquiries primarily via email, with occasional phone support.
• Maintain high professionalism and quality assurance scores while building customer rapport.
• Utilize product and financial knowledge to investigate and resolve diverse customer issues.
• Participate in ongoing training to develop new skills and responsibilities.
• Identify trends and areas for improvement in agent coaching, quality monitoring, and product features.
• Assist in the incubation of new products and features, and support ad-hoc projects.
• Independently manage schedules and email channels to optimize productivity and quality.
• Collaborate cross-functionally to analyze and resolve complex customer issues.
• Initiate document creation, including meeting minutes and procedural updates.

Requirements

• Willingness to work evenings, weekends, and public holidays.
• Excellent verbal and written communication skills.
• Proficiency in both English and French.
• Ability to deliver high-quality work independently and flexibly in a fast-growth environment.
• 1-3 years of experience interacting with customers in an omnichannel environment (phone, email, chat, etc.).
• Sound judgment and proactive problem-solving skills.
• Ability to apply analytical thinking, with strong organizational skills and attention to detail.
• Team player with an interest in collaborating and learning from cross-functional partners.
• Strong follow-through and ability to manage competing priorities.

Nice-to-Haves

• Experience within the financial industry.
• Mac (iOS) and Google Workspace (formerly G Suite) knowledge.
• Experience working with Key Performance Indicators (KPIs) to assess and drive performance.