Product Support Specialist I

About the Role

Day-to-day, you will work closely with various teams, including Sales, Client Success, Operations, and Engineering, to provide clients with quick solutions and high-touch support. Your ability to manage multiple customer inquiries simultaneously, with appropriate prioritization, will be crucial in this fast-paced environment.

What You Will Do

• Support Affirm's merchant partners, primarily e-commerce retailers utilizing various platforms, to resolve technical and operational issues.
• Utilize advanced troubleshooting techniques to resolve complicated technical or configuration issues.
• Collaborate with engineers to resolve technical and operational issues and provide high-touch support to merchant partners.
• Effectively manage multiple customer inquiries simultaneously, prioritizing them based on urgency and impact.
• Build scalable support processes and engage with feedback to streamline workflows and improve the overall merchant experience.
• Drive merchant partner communication and outreach about new features and enhancements to Affirm's products.
• Aggregate feature requests from merchant partners to guide future product planning and development.
• Work cross-functionally to identify areas of improvement in the merchant support experience and implement changes as needed.
• Develop and maintain comprehensive knowledge of Affirm's products, services, and technical infrastructure.

What We Are Looking For

• Located in Canada, with a preference for candidates in the CST or PST time zones.
• Bachelor's degree or equivalent experience in a relevant field such as tech, e-commerce, or SaaS.
• At least 2 years of experience in a similar role or industry, with a proven track record of handling high volumes of requests with efficiency and empathy.
• Passion and drive to change consumer banking for the better, with a keen interest in fintech and digital payments.
• Great writing and communication skills, with the ability to clearly describe technical concepts and instructions in a concise and engaging manner.
• A knack for understanding complicated technical systems and concepts, with the ability to learn quickly and adapt to new technologies.
• A record of taking responsibility for owning projects through completion and adapting completed projects as needs change.
• Insight and empathy, with the ability to understand the questions and issues that motivate Affirm's merchants and collaborators.

Nice to Have

• Fluency in French as well as English, to support a diverse range of merchant partners.
• Experience working with major e-commerce platforms such as Shopify or WooCommerce, or exposure to web development concepts.
• Comfort working with logs and formatted data to troubleshoot issues and identify trends.

Benefits and Perks

• Competitive base pay, with a range of $55,000 to $75,000 CAD per year, depending on experience and location.
• Equity rewards, offering the opportunity to own a part of Affirm's success.
• Comprehensive benefits package, including 100% subsidized medical coverage, dental, and vision for you and your dependents.
• Monthly stipends for health, wellness, and tech spending, to support your well-being and professional development.
• The opportunity to work remotely, with the flexibility to create your own schedule and work environment.
• Professional development opportunities, with access to training, mentorship, and career growth within a rapidly expanding company.

• When applying, ensure your resume and cover letter highlight your technical skills and experience in customer support or a related field.
• Prepare to showcase your problem-solving skills and ability to troubleshoot complex issues during the interview process.
• Demonstrate your knowledge of e-commerce platforms and digital payments, and be ready to discuss how you stay up-to-date with industry trends.
• Show enthusiasm for Affirm's mission and values, and explain how your own goals and motivations align with the company's vision.
• Be prepared to provide specific examples of times when you had to manage multiple customer inquiries simultaneously and prioritize tasks under pressure.
• Consider creating a portfolio or preparing examples of your written communication, such as emails or support tickets, to demonstrate your ability to clearly explain technical concepts.