Customer Operations Associate, Affirm
CA$39-59k
+ An employee stock purchase plan enabling you to buy shares of Affirm at a discount
More information about location
Buy-now-pay-later card for online and in-store
Open for applications
Buy-now-pay-later card for online and in-store
1001+ employees
Open for applications
CA$39-59k
+ An employee stock purchase plan enabling you to buy shares of Affirm at a discount
More information about location
1001+ employees
Company mission
To deliver honest and transparent financial products that improve users' lives.
Role
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
Application process
- This posting is for an existing vacancy
Our take
Affirm offers point-of-sale loans to consumers, working with merchants like Shopify, KAYAK, and Walmart. Buy now, pay later transactions have grown in popularity in recent years, and this business is tapping into the market with a totally different approach to credit - by delivering the Affirm card, the first US debit card with the option to pay-over-time.
Serving over 21 million consumers and over 300,000 merchants, the company offers flexible payback options ranging from 3 to 36 months. The interest rates run between 0% and 30%, so, while they are not necessarily the cheapest option, Affirm prides itself on having no fees for late payments, no hidden charges, and total transparency about what people will pay before they take out a loan.
Affirm collects payments from the customers and pays the merchants directly, shouldering the risk itself. The company has boosted its market share, expanding its availability beyond the US to include most of Canada, and continues to launch new features and create new partnerships towards bettering its offering.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-11% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2020
$500m
SERIES G
Apr 2019
$300m
SERIES F
Total funding: $1.1bn
Company 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
Company HQ
Chinatown, San Francisco, CA
Leadership
Max Levchin
(Co-Founder & CEO)Has founded/co-founded numerous companies, holding various executive positions at each, including Paypal, Slide, Glow, HVF Labs, and SciFi VC. Also worked at large brands including Google, Yelp, Yahoo, and Evernote.
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