Customer Operations Associate I

Remote from: Canada
Salary, yearly, CAD: 39,000 - 59,000
Department: Customer Success
Employment type: Full Time,
Job posted: 11 May 2026
Apply before: 11 Jun 2026
Experience level: Midweight
Views / Applies: 352 / 61

About company

About Affirm

Buy now. Pay later. Simple and transparent financing.

Financial Services
2012

Actively Hiring

AI Summary

Affirm is looking for a Customer Operations Associate I to resolve complex customer inquiries via email and phone, maintain quality assurance scores, and collaborate cross-functionally. The role requires 1-3 years of omnichannel customer service experience, strong communication skills, and the ability to work evenings and weekends. The position is remote-first within Canada, with a pay range of $39,000-$59,000 CAD. This is an entry-level role focused on customer support and process improvement.

Job Complexity

Easy Hard

AI Insight This is an entry-level operations role requiring 1-3 years of experience, with clear expectations and training provided. The difficulty is low to moderate due to the structured nature of the work and support from the team.

Salary Analysis

AI Insight The offered salary range of $39,000-$59,000 CAD is competitive for an entry-level Customer Operations Associate in Canada, aligning with market rates. The median of $49,000 CAD is reasonable given the required experience and remote nature of the role.

Key Skills

Customer Support Omnichannel Communication Problem Solving Financial Services Quality Assurance Cross-functional Collaboration Google Workspace KPI Management Email Support Process Improvement

Cover Letter Sample

I am excited to apply for the Customer Operations Associate I position at Affirm. With over 2 years of experience in omnichannel customer support within the financial industry, I have developed strong problem-solving skills and a commitment to delivering high-quality service.

I am particularly drawn to Affirm's mission of providing honest and transparent financial products. My background in resolving complex inquiries and collaborating with cross-functional teams aligns well with the responsibilities of this role.

I am comfortable working with KPIs and using tools like Google Workspace to drive performance. I am eager to contribute to Affirm's customer operations team and grow my career in a dynamic environment.

Thank you for considering my application. I look forward to discussing how my skills can support Affirm's goals.

Possible Interview Questions

Can you describe a time when you had to handle a difficult customer complaint via email or phone? How did you resolve it?

In my previous role, a customer was upset about a billing error. I listened actively, apologized, and investigated the issue. I discovered a system glitch and escalated it to the tech team while providing the customer with a temporary credit. I followed up until the issue was resolved, ensuring the customer felt heard and valued.

How do you prioritize tasks when handling multiple customer inquiries at once?

I use a combination of urgency and impact. For example, I address time-sensitive issues like payment problems first, then move to less critical inquiries. I also use tools like email filters and task lists to stay organized, and I communicate with my team if I need support managing the workload.

This role requires working evenings and weekends. How do you maintain work-life balance with a non-traditional schedule?

I plan my schedule in advance, ensuring I have dedicated time for rest and personal activities. I also set boundaries, such as not checking work emails during my off-hours, and I communicate my availability clearly with my team. I find that a consistent routine helps me stay productive and balanced.

Can you give an example of how you used analytical thinking to solve a problem in a customer service context?

I noticed a pattern of customers asking about a specific feature that was not well-documented. I analyzed the inquiries and identified that the confusion stemmed from a recent update. I created a FAQ document and shared it with the team, which reduced similar inquiries by 30%.

How do you stay motivated when dealing with repetitive or challenging customer issues?

I focus on the positive impact I can make for each customer. I also set personal goals, such as improving my response time or quality scores. Additionally, I take short breaks to reset and remind myself that every interaction is an opportunity to learn and improve.

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

Affirm strives to be an honest and transparent financial company that is a leader in the Buy Now Pay Later industry. Affirm does this by giving consumers the financial flexibility without any hidden fees or compounding interest.
Affirm seeks to provide better financial products to improve the lives of consumers and we are looking for an Operations Associate who will join our team to humbly serve our customers. As part of our Customer Operations team, Operations Associates ensure timely and accurate resolution of complex customer inquiries through omni-channel communication, and partner with cross-functional teams to implement new systems and products. Our ideal candidate is ready to learn and develop their career as a part of a dynamic and collaborative team.
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
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

What we look for

Willingness to support operation functions on evenings, weekends and public holidays
Excellent verbal and written communication skills
Capable of delivering high quality work independently and/or virtually while remaining flexible in a fast-growth environment
1-3 years required experience interacting with customers in an omnichannel environment (phone, email, chat, etc)
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 (formerly G Suite) knowledge a plus
Comfortable with working with Key Performance Indicators (KPIs) to assess and drive performance

Pay Grade – B
Equity Grade – 1
Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.
Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)
CAN base pay range per year: $39,000 – $59,000 CAD
Please note that visa sponsorship is not available for this position.

This posting is for an existing vacancy.
#LI-Remote

Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:

Health care coverage – Affirm covers all premiums for all levels of coverage for you and your dependents
Flexible Spending Wallets – generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
Time off – competitive vacation and holiday schedules allowing you to take time off to rest and recharge
ESPP – An employee stock purchase plan enabling you to buy shares of Affirm at a discount

We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.

By clicking “Submit Application,” you acknowledge that you have read Affirm’s Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

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