Product Support Specialist

April 11

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Affirm

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Affirm is a financial technology company that offers a 'Buy Now, Pay Later' service, allowing consumers to make purchases and pay for them over time with flexible payment plans. Affirm eliminates hidden fees and compound interest, providing clear terms and conditions for its users. The company also offers the Affirm Card, a debit card that allows users to request to pay over time for larger purchases or pay in full for smaller ones. Affirm partners with various retailers across multiple categories, including electronics, apparel, and travel, providing customers with the convenience of paying over time at checkout both online and in physical stores. Affirm's services are integrated with Apple Pay, enabling customers to make payments seamlessly from their iPhone or iPad.

eCommerce • Payments • Installment Loans • Millennials • Financial Services

1001 - 5000 employees

Founded 2012

💳 Fintech

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2021-01

📋 Description

• Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. • 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

🎯 Requirements

• Fluent in French and English (speaking and written) • 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 • Level commensurate on experience

🏖️ Benefits

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents • Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses • Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge • ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount