Who you are

• Our ideal candidate is ready to learn and develop their career as a part of a dynamic and collaborative team
• Willingness to support operation functions on evenings, weekends and public holidays
• Excellent verbal and written communication skills
• Capable of delivering high quality work independently and/or virtually while remaining flexible in a fast-growth environment
• 1-3 years required experience interacting with customers in an omnichannel environment (phone, email, chat, etc)
• Experience within the financial industry is a plus
• Sound judgment and proactive problem solving skills
• Ability to apply analytical thinking in decision making with keen organizational skills and attention to detail
• Team player with an interest in collaborating with and learning from cross-functional partners
• Strong follow-through and ability to manage competing priorities
• Mac (iOS) and Google Workspace (formerly G Suite) knowledge a plus
• Comfortable with working with Key Performance Indicators (KPIs) to assess and drive performance

What the job involves

• As part of our Customer Operations team, Operations Associates ensure timely and accurate resolution of complex customer inquiries through omni-channel communication, and partner with cross-functional teams to implement new systems and products
• Resolve escalated customer inquiries via predominantly email, with occasional need for phone calls to support customers
• Responsible for maintaining a high level of professionalism and maintaining excellent Quality Assurance scores with clients while working to establish a positive rapport
• Utilization of your in-depth product and financial knowledge to communicate, investigate, and resolve customer issues on a larger variety of case types
• Participate and assist in ongoing training to develop new skills and responsibilities
• Help identify trends and areas of improvement including agent coaching, quality monitoring and product features
• Participate in the incubation phase of new products and features and assist with ad-hoc projects as needed
• Responsible for independently managing schedules and emails channels in order to drive higher productivity performance and quality scores
• Proactive willingness to collaborate cross-functionally with other Affirm teams to analyze, assess and resolve complex customer issues
• Opportunity to participate in voluntary specialized processes in addition to day to day responsibilities
• Initiate document creation, including meeting minutes, N-Pagers, and procedural updates

The application process

• This posting is for an existing vacancy

Benefits

• Compensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
• Spending Wallets: Access tech, food, lifestyle, and family planning wallets for your expenses
• Supportive Communities: Get involved with our employee resource groups and community groups
• Remote-first Workforce: If your role is remote, you can set up shop anywhere in your home country
• Generous Time Off: Take the time you need when life happens
• Health Benefits: Get a plan that fits your needs
• Mental Healthcare: Take care of your mind with great mental health programs
• Parental Leave: Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base pay
• Away Days: We offer 20 company-wide paid days off—which help our teams collectively pause to recharge
• Learning & Development: Engage in exciting learning programs to level up your growth