Product Support Specialist I

This is a fully remote position, open to applicants in Canada.

📋 Description

• Assist Affirm’s merchant partners, including E-Commerce retailers utilizing various platforms.

• Employ diverse troubleshooting methods to address complex technical or configuration challenges.

• Collaborate closely with engineers to resolve technical and operational issues, delivering high-touch support to merchant partners.

• Efficiently manage multiple customer inquiries at once, prioritizing appropriately.

• Develop scalable support processes while engaging with feedback to optimize workflows.

• Facilitate communication and outreach to merchant partners regarding new features and enhancements.

• Compile feature requests informed by merchant partner feedback to influence future product development.

⛳️ Requirements

• Must be located in the CST or PST time zones.

• Bachelor’s degree or equivalent experience required.

• A minimum of 2 years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or related roles.

• Capable of managing a high volume of requests with both efficiency and empathy.

• Strong passion and motivation to improve consumer banking.

• Excellent writing skills. You should be able to clearly articulate technical concepts and instructions in emails, while also showcasing your personality to foster relationships.

• Proficient in understanding intricate technical systems and concepts.

• Proven track record of taking ownership of projects from start to finish, with the ability to adapt as needs evolve.

• Insightful: capable of identifying the underlying questions and issues that drive our merchants and collaborators, even when they are not explicitly stated.

• Preferred: Fluent in both French and English.

• Preferred: Experience with major e-commerce platforms (Shopify, WooCommerce, etc.) or familiarity with web development concepts.

• Preferred: Comfortable working with logs and formatted data for troubleshooting purposes.

• Level of experience should be commensurate with the role.

🏝️ Benefits

• Comprehensive health care coverage - Affirm pays all premiums for all coverage levels for you and your dependents.

• Flexible Spending Wallets - generous stipends available for Technology, Food, various Lifestyle needs, and family formation expenses.

• Time off - competitive vacation and holiday schedules that allow you to take the necessary time to rest and recharge.

• ESPP - An employee stock purchase plan that enables you to buy shares of Affirm at a discounted rate.