Overview

About Affirm

At Affirm, we exist for the moments that matter, giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most. Affirm seeks to provide better financial products to improve the lives of consumers.

What you will do

  • Resolve escalated customer inquiries via predominantly email, with occasional need for phone calls.
  • Maintain a high level of professionalism and excellent quality assurance standards.
  • Use in-depth product and financial knowledge to communicate, investigate, and resolve customer issues.
  • 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 feedback.
  • Participate in the incubation phase of new products and features and assist with ad-hoc projects as needed.
  • Independently manage schedules and email channels in order to drive higher productivity.
  • Proactively collaborate cross-functionally with other Affirm teams to analyze, assess, and improve processes.
  • 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 operation functions on evenings, weekends, and public holidays.
  • Excellent verbal and written communication skills.
  • Proficient in both English and French.
  • Capable of delivering high quality work independently and virtually while remaining flexible in a fast-paced environment.
  • 1-3 years required experience interacting with customers in an omnichannel environment (phone, email, chat).
  • 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 knowledge a plus.
  • Comfortable working with Key Performance Indicators (KPIs) to assess and drive performance.

Please note that visa sponsorship is not available for this position.

Remote-first with flexibility built in

Affirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the United States.

Benefits designed for you

  • Health coverage at no cost: We cover 100% of premiums for employees and their dependents.
  • Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness benefits.
  • Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to.
  • Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.

Compensation

Pay Grade B, Equity Grade 1. Employees new to Affirm typically come in at the start of the pay range. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness, and tech, and benefits including 100% subsidized medical coverage, dental, and vision for you and your dependents. USA base pay range (CA, WA, NY, NJ, CT) per year: $50,000 – $70,000. USA base pay range (all other U.S. states) per year: $44,000 – $64,000.