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Salary: CAD 55,000 - 75,000 / annual
Affirm is seeking a Product Support Specialist I to provide fast and reliable service to merchant business partners. This is a front-line role focused on ensuring that technical and operational issues are quickly resolved. You will become a product and payments expert, serving as a trusted partner to clients and working cross-functionally with Sales, Client Success, Operations, and Engineering teams.
Key Responsibilities:
- Support Affirm's merchant partners, primarily e-commerce retailers using various platforms
- Utilize troubleshooting techniques to resolve complex technical and configuration issues
- Work closely with engineers to resolve technical and operational issues while providing high-touch support
- Manage multiple customer inquiries simultaneously with appropriate prioritization
- Build scalable support processes and engage with feedback to streamline workflows
- Drive merchant partner communication about new features and enhancements
- Aggregate feature requests from merchant feedback to guide product planning
About the Role:
The Operations team at Affirm delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence. This team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management. The focus is on delivering efficiency, resolving issues quickly, and scaling operations as the business grows.
Requirements:
- Fluent in French and English
- Bachelor's degree or equivalent experience
- 2+ years of experience in relevant industry (Tech, eCommerce, SaaS) and/or similar support roles
- Ability to handle high volume of requests with efficiency and empathy
- Strong writing skills with ability to clearly describe technical concepts and instructions; personality and relationship-building in client interactions
- Knack for understanding complicated technical systems and concepts
- Track record of owning projects through completion and adapting as needs change
- Insight to identify questions and issues that motivate merchants and collaborators, even if not plainly stated
- Nice to have: Experience 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
