Product Support Specialist I (Merchant Care)

At Affirm, we exist for the moments that matter, giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most. Product Support Specialists at Affirm provide fast and reliable service to our merchant business partners. You will be on the front line of merchant support, resolving technical and operational issues, becoming a product and payments expert and a trusted partner to merchants, and working cross-functionally with Sales, Client Success, Operations, and Engineering to troubleshoot account issues and build internal processes that scale. This role is open only to candidates residing in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan. What You’ll Do Support merchant partners, e-commerce retailers on various platforms Use troubleshooting techniques and tools to resolve complicated technical and configuration issues Work closely with engineers as the first line of support to resolve technical and operational issues, and provide merchants with high-touch support Manage multiple customer inquiries simultaneously, with prioritization and excellent time management Build scalable support processes by engaging merchants and internal stakeholders with feedback Drive merchant communication and outreach about new features and products Aggregate feature requests from merchant feedback to guide product planning What We Look For Fluent in French as well as English Bachelor’s degree or equivalent experience 2+ years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or similar role(s) Ability to handle a high volume of activity with efficiency and empathy A passion to change consumer banking for the better Great writing skills, with a knack for clearly describing technical concepts over email A knack for complicated technical systems A record of successfully owning projects through completion Keen insight into merchants’ questions and issues Nice to have: experience with major e-commerce platforms (Shopify, WooCommerce, etc.) or web development concepts Nice to have: comfort with logs and formatted data Level commensurate on experience. About the Operations Team Operations is at the heart of Affirm’s mission, delivering seamless customer experiences and enabling 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, maintaining high standards and reducing risk so every customer gets seamless support. Remote-First With Flexibility Built In Affirm is a remote-first company. Most roles can be done from almost anywhere within the country of employment, though some roles occasionally require in-person work, and all new hires are invited to in-person onboarding. Benefits Designed for You Health coverage at no cost, with 100% of premiums covered for employees and their dependents Monthly spending stipends for technology setup and health and wellness choices Flexible time off to recharge, plus generous company holidays The chance to own a piece of what you build through the employee stock purchase plan (ESPP) at a discount Affirm is proud to be an inclusive employer. If you need an accommodation during the interview process, let us know and we will work with you to meet your needs.