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 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. Our goal is to deliver seamless support while maintaining high standards and reducing risk Advantages We have a simple, flexible,



and transparent remote-first compensation structure so you can make the best decisions for yourself and your family 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 Health Benefits: Get a plan that fits your needs Mental Healthcare: Take care of your mind with great mental health programs Parental Leave: Away Days: We offer 20 company-wide paid days off—which help our teams collectively pause to recharge Learning & Development: 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 ~ 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 ~ Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts ~ Fluent in French as well as English #

📌 Product Support Specialist (Merchant Care) (Toronto)
🏢 Affirm
📍 Toronto