Customer Operations Associate I

About the company

Affirm is working to reshape credit into a more transparent and customer-friendly experience, allowing people to buy now and pay later without hidden charges or compounding interest. The company positions itself as an open and trustworthy financial services provider in the Buy Now Pay Later space, focused on improving consumers’ financial lives.

Role overview

This role sits within the Customer Operations team and is focused on resolving complex customer questions accurately and on time through multiple communication channels. The associate will work closely with teams across the business to support new systems, products, and process improvements. The environment is collaborative and fast-moving, and the company is looking for someone eager to learn and grow.

Key responsibilities

• Handle escalated customer issues, primarily through email, with occasional phone support when needed.
• Maintain a professional approach while consistently achieving strong quality scores and building positive customer relationships.
• Use solid product knowledge and financial understanding to investigate and resolve a broad range of customer cases.
• Take part in ongoing learning and training to expand capabilities and responsibilities.
• Spot recurring issues and improvement opportunities, including coaching needs, quality observations, and product-related enhancements.
• Support the launch and testing of new products and features, and contribute to ad hoc projects as required.
• Manage schedules and email queues independently to improve productivity and quality outcomes.
• Work proactively with teams across the company to analyze and resolve complex customer situations.
• Join optional specialized processes in addition to regular daily work.
• Create and update documents such as meeting notes, N-Pagers, and procedural materials.

Requirements

• Availability to support operations during evenings, weekends, and public holidays.
• Strong written and verbal communication abilities.
• Ability to produce high-quality work independently and in virtual settings while adapting to a changing growth environment.
• 1 to 3 years of experience handling customers in an omnichannel setting such as phone, email, or chat.
• Background in financial services is an advantage.
• Good judgment and a proactive approach to solving problems.
• Analytical thinking, strong organization, and close attention to detail.
• Comfort working with teammates and learning from cross-functional partners.
• Strong ownership, follow-through, and prioritization skills.
• Familiarity with Mac/iOS and Google Workspace is a plus.
• Comfort using KPIs to evaluate and improve performance.

Compensation and benefits

The base salary range in Canada is CAD 39,000 to CAD 59,000 per year. New hires usually start near the lower end of the range, and pay is determined by location, experience, and job-related skills. In addition to base pay, the total compensation package may include equity, monthly allowances for health, wellness, and tech expenses, and benefits such as fully subsidized medical coverage, dental and vision coverage for employees and dependents.

Additional information

This position is part of an existing opening. Visa sponsorship is not available. The company operates remotely-first, and most roles can be done from nearly anywhere in the country of employment. Some proximal roles may occasionally require office visits depending on responsibilities. Employees in roles tied to an office may be based there as needed. The company also offers reasonable accommodations for candidates who need support during the hiring process. For certain U.S. locations, qualified applicants with arrest or conviction records will be considered in line with applicable fair chance hiring laws. By submitting an application, candidates acknowledge and consent to the collection, processing, use, and storage of personal information as described in the company’s Global Candidate Privacy Notice.

Benefits highlights

• Premium medical coverage paid in full for employees and dependents.
• Flexible spending allowances for technology, food, lifestyle needs, and family-forming expenses.
• Competitive vacation and holiday time off.
• Employee stock purchase plan with a discount on company shares.