Affirm
More roles at AffirmProduct Support Specialist I (Merchant Care)
Remote role where the employee must remain based in a particular country.
Listed for Canada
From the employer's advert: Location - Remote Canada
Employer listed it 10 days ago · Added 12 days ago
First listed 12 days ago and still open.
Salary
$55k to $75k per year
Location
Listed for Canada
Timezone
US East
Contract
Full-time
Experience
Mid
Category
Customer Support
Stated by the employer in the job description
What the advert says
Quoted word for word from the employer's advert. Where it says nothing, we say so.
- Working hours
- Not mentioned in the advert
- Where you can work from
For positions based in San Francisco or Los Angeles: Affirm considers qualified applicants with arrest and conviction records, as required by law.
- Contract
- Not mentioned in the advert
- Experience asked for
2+ years of experience in relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)
- Pay
Pay Grade - D Equity Grade - 1 Employees new to Affirm typically come in at the start of the pay range.
Remote flexibility
Work from home
This is a remote role, but the employee must be based in Canada. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Remote Canada"
- Job description states: "based in San Francisco or Los Angeles"
What Nomaders makes of it
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
Before you apply
Experience: employer states
Written as a nice-to-have
- “Nice to have: Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts”
Questions worth asking: Nomaders interpretation
- The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.
Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.
About the role
At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.
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:
Fluent in French as well as English
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: Experience working 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
Level commensurate on experience
About the Operations team The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence. The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management. We drive efficiency, resolve issues quickly, and scale operations as the business grows. Our goal is to deliver seamless support while maintaining high standards and reducing risk.
Requirements
The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at Affirm, mentioning your remote working experience and working hours (US East).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 13d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
$55k to $75k per year · You'll be taken to the employer's careers page.