Product Support Specialist I (Merchant Care)

Full Job Description

At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.

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.

What You'll Do:

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

What We Look For:

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. You need to be able to clearly describe technical concepts and instructions in emails, but let your personality show and use these interactions as a chance to build relationships

A knack for understanding complicated technical systems and concepts

A record of taking responsibility for owning projects through completion and adapting completed projects as needs change

Insight: you can see the questions and issues that motivate our merchants and collaborators, even if they’re not plainly stated

Nice to have: Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts

Nice to have: comfort working with logs and formatted data to troubleshoot issues

Level commensurate on experience

About the Operations team The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence. The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management. We drive efficiency, resolve issues quickly, and scale operations as the business grows. Our goal is to deliver seamless support while maintaining high standards and reducing risk.

Pay Grade - D Equity Grade - 1

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).

CAN base pay range per year: $55,000 - $75,000

Location - Remote Canada

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

#LI Remote

Remote-first with flexibility built in Affirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the country of employment. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. All new hires will be invited to attend an in-person onboarding experience.

Benefits designed for you Our benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights:

• 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.

We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help.

For positions based in San Francisco or Los Angeles: Affirm considers qualified applicants with arrest and conviction records, as required by law.

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