Business Support Specialist II
Posted on 8/16/2022
INACTIVE
Affirm

1,001-5,000 employees

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.
Financial Services
Consumer Goods
Data & Analytics

Company Stage

N/A

Total Funding

$2.9B

Founded

2012

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-8%

2 year growth

9%
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Zendesk
Marketing
Web Development
CategoriesNew
Business & Strategy
Software Engineering
Requirements
  • Bachelor's degree or equivalent experience
  • 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
  • Flexibility to adapt and change as business and merchant needs shift
  • Nice to have: Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts; 1+ years of experience in relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)
Responsibilities
  • Work out of Zendesk, be the first reply to merchant inquiries/concerns submitted through the BRH
  • Operating within SLAs, provide prompt and timely service/support with a high level of accuracy and efficiency through the use of approved macros/templates
  • Focus on time to resolution, requester wait time, and Merchant Satisfaction (engagement) key metrics
  • Proactively escalate revenue-generating opportunities to CSM@ partners
  • Collaborate with cross-functional teams including Customer Success, Legal, Merchant Care, Merchant Risk, and Sales to solve problems for our merchants
  • Achieve service excellence by creating easy, personalized merchant service experiences
  • Support merchant growth with Affirm through expansion and by sharing marketing best practices