Product Support Specialist @ Affirm

Product Support Specialist

Posted on 9/16/2022

INACTIVE

Locations

Remote in USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Web Development

Requirements

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
A passion for providing best-in-class support to our merchants
Ability to clearly describe technical concepts and instructions in emails, but let your personality show and use these interactions as a chance to create relationships
An interest in understanding complicated technical systems and concepts
A record of taking ownership 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
Level commensurate on experience
Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts preferred but not required
Comfort working with logs and formatted data to troubleshoot issues
Level commensurate upon experience

Responsibilities

Support Affirm's merchant partners: E-Commerce retailers which use various platforms
Apply 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 navigate 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 improvements
Aggregate feature requests based on merchant partner feedback to guide future product planning

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. Affirm proudly includes Returnly.

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 optimally get quick and accurate 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 use various platforms
Apply 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 navigate 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 improvements
Aggregate feature requests based on merchant partner feedback to guide future product planning

What we look for

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
A passion for providing best-in-class support to our merchants
Ability to clearly describe technical concepts and instructions in emails, but let your personality show and use these interactions as a chance to create relationships
An interest in understanding complicated technical systems and concepts
A record of taking ownership 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
Level commensurate on experience
Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts preferred but not required
Comfort working with logs and formatted data to troubleshoot issues
Level commensurate upon experience

Location - Remote U.S.

Grade - USA64

Please note that visa sponsorship is not available for this position.

#LI-Remote

Affirm is proud to be a remote-first company! The majority of our roles are remote and can be located anywhere in the U.S. and Canada (with the exception of the U.S. Territories, Quebec, Yukon, Nunavut, and the Northwest Territories) unless the job indicates a different global location. We are currently building operations in Spain, Poland, and Australia. Employees in remote roles have the option of working remotely or from an Affirm office in their country of hire, and may occasionally travel to an Affirm office or elsewhere for required meetings or team-building events. Our offices in Chicago, New York, Pittsburgh, Salt Lake City, San Francisco and Toronto will remain operational and accessible for anyone to use on a voluntary basis, subject to local COVID-19 guidelines.

All full-time jobs at Affirm (excluding interns and apprentices) are tied to a transparent grade-based pay range taking location into account.

[Colorado Candidates] In accordance with Colorado’s Equal Pay for Equal Work Act, the grade for this position in Colorado is listed above. You can find the Colorado base pay range and benefits here.

If you got this far, we hope you’re feeling excited about this role. Even if you don’t feel you meet every single requirement, we still encourage you to apply. We’re eager to meet people who believe in Affirm’s mission and can contribute to our team in a variety of ways—not just candidates who check all the boxes.

Inclusivity:

At Affirm, People Come First is one of our core values, and that’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2021 DEI Report.

We also believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

By clicking "Submit Application," you acknowledge that you have read the Affirm Employment Privacy Policy, or the Affirm Employment Privacy Notice (EU) for applicants applying from the European Union, and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

1,001-5,000 employees

Website

Point of sale installment loans for consumers

Company Overview

Affirm seeks to deliver honest financial products—to improve lives. The company operates a buy-now-pay-later platform for consumers at the point of sale.

Benefits

Spending wallets: Access tech, food, lifestyle, and family planning wallets for your expenses
Supportive communities: Get involved with our employee resource groups and community groups
Remote-first workforce: If your role is remote, you can set up shop anywhere in your home country
Generous time off: Take the time you need when life happens
Health benefits: Get a plan that fits your needs
Mental healthcare: Take care of your mind with great mental health programs
Parental leave: Birth and non-birth parents get 18 weeks paid leave. Plus, a 4-week return-to-work transition program, at full base pay.
Compensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family.
Away days: We offer 24 company-wide paid days off—which help our teams collectively pause to recharge.
Learning & development: Engage in exciting learning programs to level up your growth.

Company Core Values

People come first: We consider our impact on people’s lives before we think about our own interests.
No fine print: We are completely transparent and honest—with our customers and with each other.
It's on us: We take full accountability for our actions, never shirking responsibility or passing the buck.
Simpler is better: We make complex things simple and clear.
Push the envelope: We never stop innovating, taking smart risks, and raising the bar.