Affirm - Customer Operations Associate I

• 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 • What We Look For • What We Look For • Willingness to support operation functions on evenings, weekends and public holidays • Excellent verbal and written communication skills • Proficient in both English and French • 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 • Equity Grade - 1 • Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. • Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.) • USA base pay range (CA, WA, NY, NJ, CT) per year: $50,000 - $70,000 • USA base pay range (all other U.S. states) per year: $44,000 - $64,000Please note that visa sponsorship is not available for this position.#LI-Remote • Please note that visa sponsorship is not available for this position. • Remote-first with flexibility built inAffirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the country of employment. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. All new hires will be invited to attend an in-person onboarding experience. • Remote-first with flexibility built in • Benefits designed for youOur benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights: