Remote Product Support Specialist I
at Affirm

Summary

Join Affirm's team as a Product Support Specialist and provide fast and reliable service to our merchant business partners. You will be responsible for ensuring that any technical or operational issues our merchants have are quickly resolved, becoming a product and payments expert viewed by our clients as a trusted partner.

Requirements

• Fluent in French and English (speaking and written)
• 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

Responsibilities

• 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

Preferred Qualifications

• Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts
• Comfort working with logs and formatted data to troubleshoot issues

Benefits

• 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