Product Support Specialist (Merchant Care)

Affirm, Inc.; Ottawa; Remote; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Remote-first compensation

Spending Wallets

Time Off

Health Benefits

Parental Leave

Away Days

Learning & Development

Mental Healthcare

Job summary

Affirm, Inc. is hiring Product Support Specialists to provide fast and reliable assistance to our merchant partners across e‑commerce platforms. You will resolve technical and operational issues and become a trusted partner for merchants seeking quick, accurate information.

You will work cross-functionally with Sales, Client Success, Operations, and Engineering to troubleshoot issues, improve workflows, and help scale our support processes. Fluency in English is required; French is a plus.

Qualifications

• 2+ years of experience in relevant industry (Tech, eCommerce, SaaS).
• Excellent writing skills and ability to explain technical concepts clearly.
• Fluent in English; French is a plus and helpful for merchants.

Responsibilities

• Provide fast, reliable support to merchant partners and resolve issues.
• Collaborate cross-functionally with Sales, Client Success, Operations, and Engineering.
• Troubleshoot account issues and build scalable processes for support.
• Handle multiple inquiries with prioritization and empathy.
• Aggregate merchant feedback to guide future product planning.

Skills

Customer support

Communication

Technical writing

Empathy

Multitasking

Education

Bachelor's degree or equivalent experience

Tools

Logs analysis

Job description

• Product Support Specialists at affirm provide fast and reliable service to our merchant business partners. This role is at the front line of our merchant support experience, and you will be responsible for ensuring that any technical or operational issues our merchants have are quickly resolved. You will become a product and payments expert, viewed by our clients as a trusted partner from whom they can reliably get quick and correct information. You will work cross-functionally with affirm’s Sales, Client Success, Operations, and Engineering teams to provide clients with quick solutions, troubleshoot account issues, and build internal processes that scale
• 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
• The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence. The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management. We drive efficiency, resolve issues quickly, and scale operations as the business grows. Our goal is to deliver seamless support while maintaining high standards and reducing risk

Benefits

• Compensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
• 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
• Away Days: We offer 20 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

• A knack for understanding complicated technical systems and conceptsPassion and drive to change consumer banking for the better
• Nice to have: comfort working with logs and formatted data to troubleshoot issues
• A record of taking responsibility for owning projects through completion and adapting completed projects as needs change
• Ability to handle a high volume of requests with efficiency and empathyLevel commensurate on experience
• 2+ years of experience in relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)Insight: you can see the questions and issues that motivate our merchants and collaborators, even if they’re not plainly stated
• Bachelor’s degree or equivalent experience
• 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
• Nice to have: Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts
• Fluent in French as well as English