Remote opportunity at
AffirmProduct Support Specialist I (Merchant Care)
Affirm lets people pay over time, and the posting says this comes with no hidden fees and no unpleasant surprises. This Product Support Specialist I job…
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About This Role
Affirm lets people pay over time, and the posting says this comes with no hidden fees and no unpleasant surprises. This Product Support Specialist I job sits on the front line of the merchant support team, helping e-commerce businesses that use Affirm. It is a full-time remote position in Canada, open to residents of several listed provinces. The specialist resolves technical and operational problems raised by merchants, aiming for speed…
Job Description
Affirm lets people pay over time, and the posting says this comes with no hidden fees and no unpleasant surprises. This Product Support Specialist I job sits on the front line of the merchant support team, helping e-commerce businesses that use Affirm. It is a full-time remote position in Canada, open to residents of several listed provinces.
The specialist resolves technical and operational problems raised by merchants, aiming for speed and accuracy. Over time the person becomes a product and payments expert whom merchants trust for reliable information. Responsibilities include troubleshooting account issues and coordinating with colleagues in engineering, operations, sales and client success to deliver fixes and create support processes that can grow.
The job calls for managing many requests at the same time, prioritising them sensibly, and writing emails that make technical steps easy to follow. It also involves updating merchants on new features and enhancements and gathering their feedback so the product roadmap reflects their needs. The role sits in the Operations group, which handles customer service, fraud work, process design, quality and training.
Applicants need fluency in French and English, a bachelor's degree or equivalent experience, and at least two years in technology, e-commerce, SaaS or a comparable role. Strong writing, empathy and curiosity about what drives merchants and partners are important. Familiarity with platforms like Shopify or WooCommerce, or with web development basics, is a plus.
Responsibilities
- Fix technical and configuration problems for e-commerce merchant partners.
- Work through complex account and technical issues with structured troubleshooting.
- Partner with engineers on technical and operational problems and provide close, hands-on help to merchants.
- Handle several customer inquiries at once, with sensible prioritisation.
- Improve support workflows and processes using feedback.
- Keep merchants informed about new features and enhancements.
- Gather and summarise merchant feature requests to inform planning.
Requirements
- Fluency in French and English.
- Bachelor's degree or equivalent experience.
- At least two years in technology, e-commerce, SaaS or a similar role.
- Capacity to manage a heavy request volume with efficiency and empathy.
- Clear written explanations of technical concepts and steps.
- Ability to make sense of complicated technical systems.
- Track record of owning projects to completion and adjusting them as needs change.
Qualifications
- Experience with major e-commerce platforms such as Shopify or WooCommerce.
- Exposure to web development concepts.
- Comfort working with logs and structured data to troubleshoot issues.
Core Skills
Benefits
- Medical, dental and vision coverage, with premiums fully covered for employees and dependents.
- Monthly stipends for tech setup and for health and wellness choices.
- Flexible time off and generous holidays.
- Employee stock purchase plan at a discount, with possible equity eligibility.
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where can this role be done?
The posting describes a remote role in Canada, open only to candidates residing in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island or Saskatchewan.
What is the base pay?
The posting gives a base pay range of CAD 55,000 to 75,000 per year. Pay also depends on factors such as location, experience and job-related skills.
Is French required?
Yes, the posting requires fluency in French as well as English.
How do I apply?
Applicants submit an application through the posting. The posting does not describe any further application steps.
Sample Interview Questions
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