Product Support Specialist I
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Affirm is looking for a Product Support Specialist I to provide fast and reliable service to merchant business partners. You will troubleshoot technical and operational issues, work cross-functionally with Sales, Client Success, Operations, and Engineering teams, and build scalable support processes.
Key Skills for This Role
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.
Requirements
- Located in the CST or PST time zone
- 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
- Great writing skills to clearly describe technical concepts
- A knack for understanding complicated technical systems and concepts
- Record of taking responsibility for owning projects through completion
- Insight to see questions and issues that motivate merchants
- Fluent in French as well as English (nice to have)
- Experience with major e commerce platforms (Shopify, WooCommerce) or web development concepts (nice to have)
- Comfort working with logs and formatted data to troubleshoot issues (nice to have)
Full Job Posting
About the Role
- 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, ensuring any technical or operational issues are quickly resolved.
- You will become a product and payments expert, viewed by our clients as a trusted partner.
What You'll Do
- 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.
- 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.
What We Look For
- 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 skills.
- A knack for understanding complicated technical systems and concepts.
- A record of taking responsibility for owning projects through completion.
- Insight: you can see the questions and issues that motivate our merchants.
- 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.
Pay and Benefits
- CAN base pay range per year: CAD 55,000 CAD 75,000 CAD.
- Employees new to Affirm typically come in at the start of the pay range.
- Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and 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.
- ESPP An employee stock purchase plan enabling you to buy shares of Affirm at a discount.
Workplace
- 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.
- Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Affirm
Resolutions Lead
Calgary, CAN
Affirm is hiring a Resolutions Lead to own the strategy, configuration, and daily management of the collections dialer environment. The role requires 3+ years of Five9 dialer management experience and strong understandin
Senior Manager, Software Engineering (Online Storage)
Ottawa, CAN
Affirm is seeking an experienced Engineering Leader to lead the Online Storage team within Data and Storage Services. You will manage teams handling relational and key-value storage infrastructure at scale, drive multi-q
Senior Product Manager, Card Experience
Calgary, CAN
Affirm is hiring a Senior Product Manager, Card Acquisition to launch and scale new acquisition channels for the Affirm Card. The role involves defining the roadmap, designing acquisition programs, and owning funnel perf
Senior Product Manager, Card Experience
Toronto, CAN
Affirm is hiring a Senior Product Manager to launch and scale new acquisition channels for the Affirm Card. You will own the Card Acquisition roadmap, design acquisition programs, and collaborate cross-functionally to dr
Senior Product Manager, Card Experience
Ottawa, CAN
Affirm is hiring a Senior Product Manager to launch and scale new acquisition channels for the Affirm Card. You will define the roadmap, design acquisition programs, and own funnel performance end-to-end. Requires 4+ yea
Manager, Machine Learning Engineering (Underwriting)
Calgary, CAN
Affirm seeks a Machine Learning Engineering Manager to lead a team building the economic decisioning engine for underwriting. The role involves setting technical strategy, collaborating with product and risk leaders, and
Model Risk Management Lead, Machine Learning
Calgary, CAN
Affirm seeks a Model Risk Management Lead to perform independent challenges of machine learning models used for credit underwriting, risk, and fraud detection. The role requires deep knowledge of ML modeling, credit risk
Model Risk Management Lead, Machine Learning
Ottawa, CAN
Affirm seeks a Model Risk Management Lead to join the MRM team, performing independent challenges of machine learning models for credit underwriting, risk, and fraud detection. You will collaborate cross-functionally to
Resolutions Lead
Calgary, CAN
Senior Manager, Software Engineering (Online Storage)
Ottawa, CAN
Senior Product Manager, Card Experience
Calgary, CAN
Senior Product Manager, Card Experience
Toronto, CAN
Senior Product Manager, Card Experience
Ottawa, CAN
Manager, Machine Learning Engineering (Underwriting)
Calgary, CAN
Model Risk Management Lead, Machine Learning
Calgary, CAN
Model Risk Management Lead, Machine Learning
Ottawa, CAN