Product Support Specialist I

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:

• 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

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. 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

• A record of taking responsibility for owning projects through completion and adapting completed projects as needs change

• Insight: you can see the questions and issues that motivate our merchants and collaborators, even if they’re not plainly stated

• 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