Analyst II, Customer Servicing

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.

We’re looking for a driven, analytically-minded professional to join the Growth Analytics team! Growth Analytics at Affirm encompasses Product, Marketing, Operations, and Foundations. The team is responsible for the research, reporting, and experimentation vital to build outstanding consumer-facing and merchant products. Specifically, this role is for the Foundations analytics team focused on optimizing the customer servicing experience. The ideal candidate will have strong analytical and problem-solving skills, an eagerness to collaborate with different teams, curiosity to learn more every day, and patience to work through difficult problems.

What you’ll do

Own end-to-end analytics workflow, including defining success, generating insights and hypotheses, performance metrics, socializing them across the organization, creating intuitive dashboards and reports, and developing scalable analytics solutions and data models
Lead cross-functional weekly metric reviews, working with partners to perform deep-dives into key metric movements and inform action
Actively drive a more data-driven culture and a standardized understanding of the health of the business among cross-functional partners
Proactively explore data and find opportunities to improve the user engagement, growth and profitability
Address ambiguous problems and formulate hypotheses into actionable and well-designed experiments

What we look for

Passion to redefine the lending and financial industry for the better
2-4 years of experience in an analytically-driven role (analytics, consulting, finance, etc.); Preferably previous experience as a product analyst supporting customer servicing
Strong working knowledge of SQL and/or experience with Python or R
Practical and theoretical knowledge of A/B testing
Strong interpersonal skills and ability to work cross-functionally and influence both technical and non-technical audiences
Ability to think creatively and critically and thrive in a fast-paced, dynamic, and often ambiguous work environment
Bachelor’s or Master’s degree in a quantitatively rigorous subject area like statistics, math, finance, economics desired
Enough laziness to find a faster way to do your least favorite tasks
Humility and team player – you go out of your way to help teammates

Pay Grade – CAN29

Employees new to Affirm or promoted into a new role, typically begin in the min to mid range.

CAN base pay range per year:

Min: $105,300

Mid: $131,600

Max: $157,900

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 the Affirm Employment Privacy Policy for applicants within the United States, the EU Employee Notice Regarding Use of Personal Data (Poland) for applicants applying from Poland, the EU Employee Notice Regarding Use of Personal Data (Spain) for applicants applying from Spain, or the Affirm U.K. Limited Employee Notice Regarding Use of Personal Data for applicants applying from the United Kingdom, and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

Originally posted on Himalayas

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Customer Quality Analyst, Customer Insights Analyst, Customer Success Analyst, Customer Service Specialist 

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