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Product Support Specialist I (Merchant Care)

Affirm· Merchant Ops
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Remote$55k - $75kPosted 1w ago

About the role

Remote Canada-based role providing fast, reliable product and payments support to Affirm's merchant partners, working cross-functionally with Sales, Client Success, Operations, and Engineering to resolve technical and operational issues and scale support processes.

Responsibilities

  • Support Affirm’s merchant partners: E-Commerce retailers which utilize various platforms
  • Utilize 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 manage 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 enhancements
  • Aggregate feature requests based on merchant partner feedback to guide future product planning

Qualifications

  • Fluent in French as well as English
  • Bachelor’s degree or equivalent experience
  • 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
  • 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
  • A record of taking responsibility 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
  • Nice to have: Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts
  • Nice to have: comfort working with logs and formatted data to troubleshoot issues

Skills

Required:Bilingual communicationCustomer support and prioritizationTechnical troubleshootingWritten communicationAnalytical thinking / problem understanding
Nice to have:Experience with e-commerce platforms

Benefits

  • Health coverage at no cost: 100% of premiums for employees and their dependents
  • Spending stipends: Monthly stipends support tech setup and health/wellness options
  • Time off to recharge: Flexible time off and generous holiday calendars
  • Own a piece of what you build: Employee stock purchase plan (ESPP) with stock discount
Last updated Oct 14, 2026. Interested? Apply on the company site.

About Affirm

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