Affirm is reinventing credit to make it more honest & friendly, giving consumers the flexibility to buy now & pay later without any hidden fees or compounding interest.
The Product Support & Integration (PSI) team within the Customer Operations organization aims to improve Affirm's product quality & engagement by representing the voice of the customer, voice of the agents & the voice of the business. This team possesses the knowledge of Affirm's constantly evolving products & ensures that feedback flows to the product & sales teams to drive improvement & delight. PSI will work to advocate for customers & agents, develop strategies on how best to support products, & engage in an array of activities that drive product & agent tooling improvements.
PSI is the bridge between Affirm's Customer Operations teams & our internal business partners in Product, Sales, Client Success, Marketing, Legal, Compliance & other business functions, focusing on agent / operational readiness, customer self-service, facilitating insights, & driving improvements to the customer & agent experience.
This team will also be responsible for monitoring the quality & stability across all of Affirm's customer & agent facing products. They will engage with teams across Customer Operations & other Cross-functional Teams to leverage data & other sources of feedback to identify customer / agent experience themes, prioritize issues, & communicate key takeaways to cross functional teams. In addition, the team will rely on insights generated or provided by other teams to build or optimize processes & recommend improvements to tooling or platform to reduce customer or agent issues. As such, this team will serve as the central point of contact for Customer Operations & Cross-functional teams & the primary coordination for testing products, support planning of product launches & ensuring information is provided to the training teams on upcoming product changes & launches.