Supervisor, Customer Operations at Affirm

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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.

As a Customer Operations Support Supervisor, you will be responsible for the management and leadership of the Customer Operations teams to support transactional lending and banking processes on behalf of our customers. The types of functions the team manages include Escalated Customer Cases from Care team, Product Bugs & Issues, Disputes & Chargebacks, Credit Furnishing, Compliance Adherence and Management, etc. The team works alongside Affirm’s San Francisco-based Risk Operations team and with our Customer Care team which handles general customer inquiries.

You will manage a group of passionate and motivated service professionals to achieve targets and create great customer experiences. You will coach, develop and lead the operational support team to resolve complex inquiries and process exception cases in an accurate and timely manner. The Supervisor is instrumental in ensuring the team achieves overall business objectives including productivity, accuracy and customer satisfaction targets.

What You'll Need to Succeed

This role requires an experienced people manager with a strong mentality for process improvement and performance metric and business data analysis. You must be able to demonstrate people engagement skills and have previous experience managing a team.

What You'll Get in Return

A leadership opportunity with a passionate team in a faced-paced, purpose driven environment dedicated to improving the financial lives of our customers.

What You'll Do

  • Manage a team of Operations Specialists in a hyper-growth environment including developing the team for future changes, managing the team’s change resilience and minimizing performance impacts associated with change
  • Drive employee engagement and a high performance culture ensuring effective performance management, coaching, and development and creating an environment where people can excel through accountability, encouragement and empowerment
  • Manage performance metrics across multiple channels including customer satisfaction, productivity metrics and service levels including handling cases that meet quality standards
  • Partner with recruiting to hire candidates and coordinate with training for on-boarding, ongoing learning and to ensure work is being appropriately assigned and evaluated
  • Consistently improve the customer experience across our key channels and products by developing reports and insights on Net Promoter Score and other identified metrics
  • Use strong presentation and communication skills to report findings and recommendations to leadership teams
  • Identify and implement transformational changes to generate efficiencies and drive better customer experiences while ensuring the teams adheres to regulatory and compliance requirements
  • Keep ahead of industry developments and apply standard methodologies to areas of improvement

What We Look For

  • 3+ years of experience in people management positions with previous experience working in financial services, fintech, or a complex operational or transactional processing role preferred
  • Self-starter with strong sense of urgency, high accountability and excellent attention to detail with the capability to thrive in a fast paced environment
  • Forward thinking approach with ability to problem-solving complex issues to drive shared goals across internal and external teams
  • Proven experience in leading teams through major change and comfort with ambiguity
  • Ability to maintain composure and act as a role model when presented with barriers or when results are not as expected
  • Strong customer empathy and service level focus

Location

We’re excited to announce that Affirm is now a remote-first company! This role can be located anywhere in the U.S. and Canada (with the exception of Quebec). Remote based employees may occasionally travel to an Affirm office for meetings or team building events. Our offices in San Francisco, New York City, Pittsburgh, Chicago, and Salt Lake City will remain operational and accessible for anyone to use on a voluntary basis.

Please note that visa sponsorship is not available for this position.
If you got to this point, we hope you're feeling excited about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in Affirm's mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.
 
At Affirm, "People Come First" is a core value and that’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2019 D&I report.
 
We will consider for employment qualified applicants with arrest and conviction records in accordance with applicable federal, state and local laws, including the San Francisco Fair Chance Ordinance. By clicking "Submit Application," I acknowledge that I have read the Affirm Employment Privacy Policy, and hereby consent to the collection, processing, use, and storage of my personal information as described therein.
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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • Google AnalyticsAnalytics

An Insider's view of Affirm

What's something quirky about your company?

1 - In the early days, the sales team would strike a loud gong whenever they signed a deal, our engineering release emails for new features paled in comparison. One day an engineer brought in his tuba and in that moment, the deploy tuba was born, thoroughly one-upping the sales-gong. Now, several years later, tuba emojis are a company staple.

Sam

Senior Staff Software Engineer

What kinds of technical challenges do you and your team face?

The integrations team interacts with many other teams across GTM, Ops, and Engineering. It's one of the best parts of being on this team because it makes the work we do varied and interesting. I'm most excited about working with those teams to define the right amount of process and ownership so that we are as productive as possible.

Yoav

Manager, Strategic Integrations

How does the company support your career growth?

One of the greatest things about working at Affirm is that everyone around you is invested in helping you to learn and grow. I have been so impressed by the support and encouragement I have received from everyone across the company in taking on new projects and exploring different areas of the business outside of my day to day.

Elizabeth

Account Executive

What are Affirm Perks + Benefits

Affirm Benefits Overview

We’re excited to announce that Affirm is now a remote-first company! The majority of our roles can be accomplished anywhere in the U.S. and Canada (with the exception of Quebec). While most Affirmers will have the option to choose a remote-first accommodation, our offices in San Francisco, New York City, Pittsburgh, Chicago, and Salt Lake City will remain operational and accessible for anyone to use on a voluntary basis.

BENEFITS + PERKS include:
- Lead a healthy life: Generous coverage for health, dental, vision, life and disability insurances for you and your dependents.
- Learn and grow: We offer a significant stipend toward your personal career development.
- Be there when it counts: Take care of your loved ones with our parental leave, and find support at the office with our dedicated Mother's room and [email protected] Employee Resource Group.
- Take Time Off: We offer generous paid time off so you can always be at your best.
- Feel invested: We offer meaningful equity so you have ownership in what we are building.
- Get active: You can apply our monthly wellness stipend toward fitness classes and memberships.
- Know the product: We offer a monthly stipend for purchases with Affirm.

Culture
Volunteer in local community
Partners with Nonprofits
Affirm Cares is a 501(C)3 employee foundation dedicated to supporting causes in our communities. In Chicago, Affirm partners with the Chicago Coalition for the Homeless.
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $250 for glasses and contact lenses.
Health Insurance Benefits
Acme's health insurance policy covers up to 95% of out of pocket expenses.
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Monthly.
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
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