Customer Operations Associate I (Fintech)

TL;DR

Customer Operations Associate I (Fintech): Resolving complex customer inquiries via omni-channel communication with an accent on financial product knowledge and quality assurance. Focus on identifying product improvement trends and collaborating cross-functionally to resolve escalated cases.

Location: Remote (Must be based in Canada). Visa sponsorship is not available.

Salary: $39,000 - $59,000 CAD per year

Company

Affirm is a fintech company reinventing credit through honest and transparent Buy Now Pay Later services.

What you will do

• Resolve escalated customer inquiries primarily via email and occasionally via phone.
• Maintain high professionalism and Quality Assurance scores while establishing positive rapport with clients.
• Utilize product and financial knowledge to investigate and resolve a wide variety of complex case types.
• Identify trends and areas for improvement regarding agent coaching and product features.
• Collaborate cross-functionally with other teams to analyze and resolve complex customer issues.
• Create documentation, including meeting minutes, N-Pagers, and procedural updates.

Requirements

• Must be based in Canada.
• 1-3 years of experience interacting with customers in an omnichannel environment (phone, email, chat).
• Excellent verbal and written communication skills.
• Willingness to support operations on evenings, weekends, and public holidays.
• Strong analytical thinking, organizational skills, and attention to detail.
• Ability to deliver high-quality work independently in a fast-growth environment.

Nice to have

• Experience within the financial industry.
• Knowledge of Mac (iOS) and Google Workspace.
• Comfortability working with Key Performance Indicators (KPIs).

Culture & Benefits

• Remote-first company culture allowing work from anywhere within the country of employment.
• 100% subsidized medical, dental, and vision coverage for employees and dependents.
• Flexible Spending Wallets for technology, food, lifestyle, and family forming expenses.
• Competitive vacation and holiday schedules.
• Employee Stock Purchase Plan (ESPP) to buy company shares at a discount.