Customer Operations Associate I

Affirm

1d • $44,000 - $70,000 • Remote

About The Position

Affirm is seeking a Customer Operations Associate to serve customers by resolving complex inquiries accurately and promptly through omni-channel communication. The role primarily handles escalated inquiries by email, with occasional phone support, and partners with cross-functional teams to analyze customer issues and support new systems and products. The associate participates in training, product incubation, and ad-hoc projects while managing schedules and communication channels independently to support productivity and quality. The position is remote-first, with occasional in-person work possible and an in-person onboarding experience for new hires.

Requirements

• Excellent verbal and written communication skills.
• Proficiency in both English and French.
• Ability to deliver high-quality work independently and/or virtually while remaining flexible in a fast-growth environment.
• 1–3 years of experience interacting with customers in an omni-channel environment, such as phone, email, or chat.
• Sound judgment and proactive problem-solving skills.
• Ability to apply analytical thinking in decision-making, with strong organizational skills and attention to detail.
• Collaborative team orientation and interest in learning from cross-functional partners.
• Strong follow-through and ability to manage competing priorities.
• Comfort working with Key Performance Indicators (KPIs) to assess and drive performance.
• Willingness to support operations during evenings, weekends, and public holidays.

Nice To Haves

• Experience in the financial industry.
• Knowledge of Mac (iOS) and Google Workspace (formerly G Suite).

Responsibilities

• Resolve escalated customer inquiries, predominantly via email and occasionally by phone.
• Maintain professionalism, build positive rapport with customers, and achieve strong Quality Assurance scores.
• Use product and financial knowledge to investigate, communicate about, and resolve a broad range of customer issues.
• Participate in ongoing training to develop skills and responsibilities.
• Identify trends and improvement opportunities, including agent coaching, quality monitoring, and product features.
• Participate in incubation of new products and features and assist with ad-hoc projects.
• Independently manage schedules and email channels to improve productivity and quality performance.
• Collaborate proactively with cross-functional Affirm teams to analyze, assess, and resolve complex customer issues.
• Participate in voluntary specialized processes in addition to daily responsibilities.
• Create documents such as meeting minutes, N-Pagers, and procedural updates.

Benefits

• 100% subsidized medical coverage for employees and their dependents.
• Monthly stipends for technology setup and health and wellness spending.
• Flexible time off and generous holiday calendars.
• Employee stock purchase plan allowing employees to buy Affirm stock at a discount.
• Base compensation package may include equity rewards and monthly stipends.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed