Product Support Specialist I

CanadaRemote

Responsibilities

Support Affirm’s merchant partners: E-Commerce retailers which utilize various platforms •
Utilize various troubleshooting techniques to resolve complicated technical or configuration issues •
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 •

Bachelor’s degree or equivalent experience • 2+ years of
experience in relevant industry (Tech, eCommerce, SaaS) and/or similar role(s) •
A record of taking responsibility for owning projects through completion and adapting completed projects as needs change •
Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts •
Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office.

Level commensurate on experience Pay Grade - D Equity Grade - 1
Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location,
Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and
benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents).
In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).
CAN base pay range per year: $55,000 - $75,000 CAD #LI-Remote
benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:
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 reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.
Product Support Specialists at Affirm provide fast and reliable service to our merchant business partners.
This role is at the front line of our merchant support experience, and you will be responsible for ensuring that any technical or operational issues our merchants have are quickly resolved.
You will become a product and payments expert, viewed by our clients as a trusted partner from whom they can reliably get quick and correct information.
You will work cross-functionally with Affirm’s Sales, Client Success, Operations, and Engineering teams to provide clients with quick solutions, troubleshoot account issues, and build internal processes that scale. What You'll Do : •
Work closely with engineers to resolve technical and operational issues, and provide high-touch support to merchant partners •
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 •
Insight: you can see the questions and issues that motivate our merchants and collaborators, even if they’re not plainly stated •