Product Support Specialist I (Merchant Care)

Remote Canada. Posted a month ago

The role

Product Support Specialists provide service to merchant business partners. You will resolve technical or operational issues and work cross-functionally with Sales, Client Success, Operations, and Engineering teams.

What you will do

Support Affirm's merchant partners
Utilize various troubleshooting techniques to resolve technical or configuration issues
Work closely with engineers to resolve technical and operational issues
Manage multiple customer inquiries simultaneously
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

Required qualifications

Fluent in French as well as English
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
Ability to describe technical concepts and instructions in emails
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 to see questions and issues that motivate merchants and collaborators

Nice to have

Experience working with major e-commerce platforms (Shopify, WooCommerce, etc)
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
Flexible time off
Generous holiday calendars
Employee stock purchase plan (ESPP)

About the company

Affirm provides a clear, predictable way to pay over time with no hidden fees. The Operations team delivers seamless customer experiences and enables new product capabilities.