[Hiring] Product Support Specialist I @Affirm

Role Description

Product Support Specialists at Affirm provide fast and reliable service to our merchant business partners. This role is at the front line of our merchant support experience, and you will be responsible for ensuring that any technical or operational issues our merchants have are quickly resolved. You will become a product and payments expert, viewed by our clients as a trusted partner from whom they can reliably get quick and correct information. You will work cross-functionally with Affirm’s Sales, Client Success, Operations, and Engineering teams to provide clients with quick solutions, troubleshoot account issues, and build internal processes that scale.

• Support Affirm’s merchant partners: E-Commerce retailers which utilize various platforms
• Utilize various troubleshooting techniques to resolve complicated technical or configuration issues
• Work closely with engineers to resolve technical and operational issues, and provide high-touch support to merchant partners
• Effectively manage multiple customer inquiries simultaneously, with appropriate prioritization
• Build scalable support processes and engage with feedback to streamline workflows
• Drive merchant partner communication and outreach about new features and enhancements
• Aggregate feature requests based on merchant partner feedback to guide future product planning

Qualifications

• Fluent in French as well as English
• Bachelor’s degree or equivalent experience
• 2+ years of experience in relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)
• Ability to handle a high volume of requests with efficiency and empathy
• Passion and drive to change consumer banking for the better
• Great writing skills to clearly describe technical concepts and instructions in emails
• A knack for understanding complicated technical systems and concepts
• A record of taking responsibility for owning projects through completion
• Insight into the questions and issues that motivate our merchants and collaborators
• Nice to have: Experience working with major e-commerce platforms (Shopify, WooCommerce, etc.)
• Nice to have: Comfort working with logs and formatted data to troubleshoot issues
• Level commensurate on experience

Requirements

• Remote role open only to candidates residing in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan

Benefits

• Health coverage at no cost: We cover 100% of premiums for employees and their dependents
• Spending stipends: Monthly stipends support your tech setup and the ability to choose health and wellness options that are right for you
• Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to
• Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount