Customer Operations Associate

Affirm • Toronto, Ontario, Canada • 9h ago

What You'll Do

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 and procedural updates

What We Look For

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

Base Pay Grade

Equity Grade

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

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