Product Support Specialist I (Merchant Care)

About the Role

Join Affirm's front-line merchant support team to ensure timely resolution of technical and operational issues, becoming a trusted partner for our e-commerce clients.

Responsibilities

• Support Affirm’s merchant partners, including e-commerce retailers using various platforms.
• Utilize troubleshooting techniques to resolve complex technical or configuration issues.
• Collaborate with engineers to address technical and operational challenges, providing high-touch support.
• Manage multiple customer inquiries simultaneously with effective prioritization.
• Develop scalable support processes and contribute to workflow streamlining.
• Communicate new features and enhancements to merchant partners.
• Aggregate feature requests from merchant feedback to inform product planning.

Requirements

• Fluency in both French and English.
• Bachelor’s degree or equivalent experience.
• 2+ years of experience in Tech, eCommerce, SaaS, or a similar support role.
• Ability to handle a high volume of requests efficiently and empathetically.
• Strong written communication skills for explaining technical concepts clearly.
• Aptitude for understanding complex technical systems.
• Proven ability to own projects and adapt to changing needs.
• Insight into merchant needs and collaborator issues.

Nice-to-Haves

• Experience with major e-commerce platforms (e.g., Shopify, WooCommerce).
• Familiarity with web development concepts.
• Comfort working with logs and formatted data for troubleshooting.