Customer Operations Associate I

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. Affirm strives to be an honest and transparent financial company that is a leader in the Buy Now Pay Later industry. It seeks to provide better financial products to improve the lives of consumers and is looking for an Operations Associate who will humbly serve our customers. As part of the 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. Our ideal candidate is ready to learn and develop their career as part of a dynamic and collaborative team. What you’ll do Resolve escalated customer inquiries via predominantly email, with occasional phone calls to support customers. Maintain a high level of professionalism and excellent Quality Assurance scores while establishing a positive rapport with clients. Utilize in‑depth product and financial knowledge to communicate, investigate, and resolve customer issues across a variety of case types. Participate in and assist with ongoing training to develop new skills and responsibilities. Help identify trends and areas of improvement, including agent coaching, quality monitoring and product features. Assist with the incubation phase of new products and features and handle ad‑hoc projects as needed. Independently manage schedules and email channels to drive higher productivity performance and quality scores. Proactively collaborate cross‑functionally with other teams to analyze, assess and resolve complex customer issues. 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 Willingness to support operational functions on evenings, weekends and public holidays. Excellent verbal and written communication skills. 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 omnichannel environment (phone, email, chat, etc). Experience within the financial industry is a plus. Sound judgment and proactive problem‑solving skills. 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. Compensation Pay Grade: B. Equity Grade: 1. Base pay range: $39,000 - $59,000 CAD per year. 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). Please note that visa sponsorship is not available for this position. This posting is for an existing vacancy. Location Affirm is proud to be a remote‑first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Employments in proximal roles have the flexibility to work remotely, but may occasionally be required to work out of an assigned office. A limited number of roles remain office‑based due to the nature of their responsibilities. Benefits Health care coverage – Affirm covers all premiums for all levels of coverage for you and your dependents. Flexible Spending Wallets – generous stipends for spending on technology, food, various lifestyle needs, and family‑forming expenses. Time off – competitive vacation and holiday schedules allowing you to take time off to rest and recharge. ESPP – An employee stock purchase plan enabling you to buy shares of Affirm at a discount. We believe it’s on us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. For U.S. positions that could be performed in Los Angeles or San Francisco, Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, affirm will consider for employment qualified applicants with arrest and conviction records. #J-18808-Ljbffr