Remote Merchant Tech Support (Bilingual FR/EN)

OpenKrill; United States; Remote; USD 39,000 - 53,000; Full time

Benefits offered by this job

Health coverage at no cost

Tech stipend

Flexible time off

ESPP

Job summary

Affi is seeking a Product Support Specialist to provide fast, reliable assistance to our merchant partners across ecommerce platforms. You will troubleshoot technical issues, partner with Engineering, and help scale support processes while building strong merchant relationships.

You will work in a remote-first environment with emphasis on clear written communication, empathy, and a proactive approach to feedback that informs product planning and optimization.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2+ years in Tech/eCommerce/SaaS or similar role.
• Ability to handle high volume of requests with efficiency and empathy.
• Strong written communication for clear technical guidance.
• Experience with major e-commerce platforms (Shopify, WooCommerce) is a plus.

Responsibilities

• Provide fast, reliable support to merchant partners for various platforms.
• Troubleshoot technical/configuration issues with proven techniques.
• Collaborate with Engineers to resolve complex problems.
• Manage multiple inquiries with prioritization and care.
• Help design scalable support processes and workflows.
• Communicate new features and gather merchant feedback for product planning.
• Identify and escalate recurring requests to improve product and ops.

Skills

Bilingual English/French

Empathy-driven support

Excellent written comms

Adaptability

Education

Bachelor’s degree or equivalent

Tools

Shopify

WooCommerce

Job description

Affi is seeking a Product Support Specialist to provide fast, reliable assistance to our merchant partners across ecommerce platforms. You will troubleshoot technical issues, partner with Engineering, and help scale support processes while building strong merchant relationships.

You will work in a remote-first environment with emphasis on clear written communication, empathy, and a proactive approach to feedback that informs product planning and optimization.