Affirm
Product Support Specialist I
Remote Merchant Ops role with clear candidate location fit.
PostedRecently added
Eligible countries1 accepted country
Seniority signalOpen level
Work settingRemote
Accepted candidate locations
Canada
Role overview
Product Support Specialist I
Requirements and responsibilities
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Details
- 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
- Located in the CST or PST.
- 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: Fluent in French as well as English
- 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
- 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
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