Product Support Specialist I

Summary

Join Affirm as a Product Support Specialist and provide exceptional service to our e-commerce merchant partners. You will troubleshoot technical and operational issues, work cross-functionally with various teams, and build 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 manage multiple inquiries, communicate new features, and gather feedback to improve products. Affirm offers competitive benefits, including 100% subsidized medical coverage, flexible spending stipends, and competitive time off. The role is primarily remote, with flexibility for those in proximal roles.

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
• Affirm is proud to be a remote-first company!
• The majority of our roles are remote and you can work almost anywhere within the country of employment