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Product Support Specialist
Confirmed live in the last 24 hours
Locations
Canada • Remote
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

1,001-5,000 employees

Point of sale installment loans for consumers
Company mission
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 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.