Product Support Specialist I – Merchant Care

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

📋 Description

• Assist Affirm’s merchant partners, including e-commerce retailers on various platforms.

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

• Collaborate with engineers to resolve technical and operational issues while providing exceptional merchant support.

• Handle multiple customer inquiries at once and prioritize them effectively.

• Develop scalable support processes and optimize workflows based on feedback received.

• Inform merchant partners about new features and enhancements.

• Collect feature requests from merchant feedback to influence future product development.

• Work collaboratively across Sales, Client Success, Operations, and Engineering teams.

⛳️ Requirements

• Proficient in both French and English.

• Bachelor’s degree or equivalent experience.

• Over 2 years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or similar positions.

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

• Strong writing abilities to clearly articulate technical concepts and instructions in emails.

• Ability to comprehend complex technical systems and concepts.

• Experience in taking projects from inception to completion and adjusting them as needs evolve.

• Nice to have: Familiarity with major e-commerce platforms (Shopify, WooCommerce, etc.) or exposure to web development concepts.

• Nice to have: Comfort with analyzing logs and formatted data for troubleshooting purposes.

🏝️ Benefits

• Monthly stipends for health, wellness, and technology expenditures.

• 100% covered medical insurance for employees and their dependents.

• Dental and vision insurance for employees and their dependents.

• Flexible time off policies.

• Generous holiday schedules.

• Employee stock purchase plan (ESPP) allowing purchase of Affirm stock at a discounted rate.

• Inclusive interview process with accommodations available for candidates with disabilities.