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Lead – Customer Operations
Posted on 12/3/2022
Locations
Canada • Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Leadership
Management
Salesforce
Requirements
  • A minimum of two (2) years of customer support/leadership experience, preferably in a start-up environment, and you have been seen as a leader or go-to person on your team
  • Self-starter with strong sense of urgency, high accountability and excellent attention to detail with the capability to thrive in a fast paced environment
  • Proven experience in leading through major change and comfort with ambiguity
  • Forward thinking approach with ability to problem-solving complex issues to drive shared goals across internal and external teams
  • Experience in de-escalation and handling more complex case-work
  • Able to mentor junior and senior team members, and lead by example when presented with barriers or when results are not as expected
  • Flexible in working to the needs of the business which may require modification to regular scheduled working hours
  • Hard-working, detail-oriented, and driven, with a focus to deliver best-in-class service to PayBright by Affirm customers
  • Excellent written and verbal communication skills
  • Experience using Salesforce service cloud considered is an asset
Responsibilities
  • Lead a team of Operations Associates and 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
  • Identify and implement transformational changes to generate efficiencies and drive better customer experiences while ensuring the teams adheres to regulatory and compliance requirements
  • Collaborate with management to make certain that company goals, metrics, and tasks are completed, and work towards ensuring they are met or bettered
  • 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
  • Act as an escalation point for PayBright by Affirm end-users with any issues, on behalf of your team
  • You will assist as a front-line team member in busier periods, as is required
  • Partner with the management team in reporting on team members and their goals and their development
  • Drive employee engagement and a high performance culture ensuring effective performance management through feedback and coaching sessions, auditing, and calibration, creating an environment where people can excel through accountability, encouragement and empowerment
  • Act as the voice of PayBright by Affirm in the promotion of our products and services
  • Collaborate across team and cross-functional partners to ensure delivery of best-in-class service to PayBright by Affirm customers
  • You will empower and support a winning team culture at PayBright by Affirm
Affirm

1,001-5,000 employees

Point of sale installment loans for consumers
Company Overview
Affirm seeks to deliver honest financial products—to improve lives. The company operates a buy-now-pay-later platform for consumers at the point of sale.
Benefits
  • Spending wallets: Access tech, food, lifestyle, and family planning wallets for your expenses
  • Supportive communities: Get involved with our employee resource groups and community groups
  • Remote-first workforce: If your role is remote, you can set up shop anywhere in your home country
  • Generous time off: Take the time you need when life happens
  • Health benefits: Get a plan that fits your needs
  • Mental healthcare: Take care of your mind with great mental health programs
  • Parental leave: Birth and non-birth parents get 18 weeks paid leave. Plus, a 4-week return-to-work transition program, at full base pay.
  • Compensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family.
  • Away days: We offer 24 company-wide paid days off—which help our teams collectively pause to recharge.
  • Learning & development: Engage in exciting learning programs to level up your growth.
Company Core Values
  • People come first: We consider our impact on people’s lives before we think about our own interests.
  • No fine print: We are completely transparent and honest—with our customers and with each other.
  • It's on us: We take full accountability for our actions, never shirking responsibility or passing the buck.
  • Simpler is better: We make complex things simple and clear.
  • Push the envelope: We never stop innovating, taking smart risks, and raising the bar.