Service Delivery Experience & Insights Specialist II - Remote

Overview

As a Service Delivery Experience & Insights Specialist II at Affirm, you will oversee the lifecycle of customer cases, ensuring compliance with service level agreements (SLAs) and driving continuous improvement within the Service Delivery department.

In Short

• Oversee end-to-end lifecycle of customer cases.
• Ensure SLA compliance and resolution efficiency.
• Perform root cause analysis on escalations.
• Compile executive summary and KPI reports.
• Utilize data to identify trends and performance gaps.
• Create dashboards to track KPIs.
• Implement process enhancements for better outcomes.
• Ensure compliance with regulatory requirements.
• Support documentation of policies and training materials.
• Lead initiatives to improve case handling.

Requirements

• Bachelor’s degree in Business, Finance, Operations, or related field.
• Strong data analysis skills (Excel, SQL, BI tools).
• Experience in customer service or financial operations.
• Ability to synthesize large datasets.
• Proficiency in CRM and case management tools.
• Ability to work in a fast-paced environment.

Benefits

• 100% subsidized medical coverage for you and dependents.
• Generous stipends for technology and lifestyle needs.
• Competitive vacation and holiday schedules.
• Employee stock purchase plan.