Product Support Specialist I

Summary

Join Affirm's Product Support team as a Product Support Specialist and provide exceptional service to our e-commerce merchant partners. You will be responsible for resolving technical and operational issues, troubleshooting accounts, and building scalable support processes. This role requires fluency in French and English, a Bachelor's degree or equivalent experience, and 2+ years of relevant experience. You will work cross-functionally with various teams and build strong relationships with clients. Affirm offers a competitive compensation package including health insurance, flexible spending stipends, paid time off, and an employee stock purchase plan. This is a remote-first position.

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

• 100% subsidized medical coverage, dental and vision for you and your dependents
• Monthly stipends for health, wellness and tech spending
• Equity rewards
• 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
• Remote work