Product Support Specialist I – Merchant Care

🕒 October 13

🇨🇦 Canada – Remote

💵 $55k - $75k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

👻 Ghost score 1%

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Affirm

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💳 Fintech

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2021-01

Fintech • B2C • eCommerce

Affirm is a financial technology company that offers a 'Buy Now, Pay Later' service, allowing consumers to make purchases and pay for them over time with flexible payment plans. Affirm eliminates hidden fees and compound interest, providing clear terms and conditions for its users. The company also offers the Affirm Card, a debit card that allows users to request to pay over time for larger purchases or pay in full for smaller ones. Affirm partners with various retailers across multiple categories, including electronics, apparel, and travel, providing customers with the convenience of paying over time at checkout both online and in physical stores. Affirm's services are integrated with Apple Pay, enabling customers to make payments seamlessly from their iPhone or iPad.

📋 Description

• Support Affirm’s merchant partners, including e-commerce retailers using various platforms • Use troubleshooting techniques to resolve complicated technical or configuration issues • Work with engineers to resolve technical and operational issues and provide high-touch merchant support • Manage multiple customer inquiries simultaneously and prioritize appropriately • Build scalable support processes and streamline workflows based on feedback • Communicate with merchant partners about new features and enhancements • Aggregate feature requests from merchant feedback to guide future product planning • Work cross-functionally with Sales, Client Success, Operations, and Engineering teams

🎯 Requirements

• Fluent in French as well as English • Bachelor’s degree or equivalent experience • 2+ years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or similar role(s) • Ability to handle a high volume of requests with efficiency and empathy • Strong writing skills for clearly describing technical concepts and instructions in emails • Ability to understand complicated technical systems and concepts • Experience owning projects through completion and adapting completed projects as needs change • Nice to have: Experience 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

🏖️ Benefits

• Monthly stipends for health, wellness and tech spending • 100% subsidized medical coverage for employees and dependents • Dental and vision coverage for employees and dependents • Flexible time off • Generous holiday calendars • Employee stock purchase plan (ESPP) to buy Affirm stock at a discount • Inclusive interview process with accommodations for candidates with disabilities

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