Product Support Specialist; Merchant Care Job Mississauga area,Ontario Canada,Language/Bilingual

Position: Product Support Specialist (Merchant Care)

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 concepts

Passion 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 empathy

Level 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, Woo Commerce, etc) or exposure to web development concepts
Fluent in French as well as English