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Operations Associate

🕒 5 days ago
Customer SupportChat CommunicationEmail CommunicationWorkflow Management

📜 Description

  • Handle inbound chat and email inquiries from members, delivering clear, empathetic, and solutions-focused support
  • Develop, maintain and execute processes that provide key services to users across chat and email channels
  • Prioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficiently
  • Resolve unique situations and improve workflows to account for new or uncommon issues
  • Ensure a positive member experience by actively listening, de-escalating when needed, and following up on open issues
  • Communicate complex financial topics clearly and confidently in writing across chat and email

🛠️ Requirements

  • You have an interest in personal finance and a desire to see others succeed in managing their money.
  • Excellent written communication - You write clearly, listen actively through written cues, and put members at ease across chat and email.
  • Empathy & De-escalation - You stay calm under pressure and know how to turn a frustrated member interaction into a positive experience.
  • Great Cross-Channel Communication - Your writing is strong for real-time chat, email follow-up, and internal notes.
  • Proactive Problem Solving - you're able to identify possible issues and potential resolutions in real time while supporting members through written channels.
  • Workflow Management - You know how to efficiently balance multiple competing priorities, including managing chat and email queues.
  • Taking Initiative - You're willing to jump in and help wherever help is needed. You love to learn and are constantly looking to improve.
  • Prior chat and/or email-based customer service experience in a B2C tech or financial services company is a plus!

Benefits

  • Health, Dental & Vision Plans
  • Life Insurance
  • Competitive Pay
  • 401k Matching
  • Team Member Stock Purchasing Program (TMSPP)
  • Learning & Development Opportunities
  • Tuition Reimbursement
  • Unlimited PTO
  • Daily Lunch, Snacks & Coffee (in-office only)
  • Commuter benefits (in-office only)
Affirm

Customer Advocacy Associate II

Affirm👥 10,000+ employees🏢 Financial Services
🕒 8 days ago

As a Customer Advocacy Associate II, you will leverage empathy and product expertise to resolve complex customer complaints and drive continuous improvement within the Customer Advocacy and Retention team.

Customer SupportComplaint ResolutionCommunicationEmpathy

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