The opportunity
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.
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
What they're looking for
- 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
