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. Affirm, Inc. proudly includes Affirm, PayBright, and Returnly.
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. Affirm, Inc. proudly includes Affirm, PayBright, and Returnly.
As we continue to grow our Affirm CA team, we are looking for a Bilingual (English/French) Product Support Specialist II to join our winning team, where you will have a chance to innovate, grow, and make a difference in a rapidly growing company. As a member of the Merchant Operations team, you will manage escalated merchant cases, product bugs & issues, disputes, credit furnishing, and compliance adherence to achieve targets and create great merchant experiences for our Canada partnerships.
To be successful in this role, you must enjoy resolving complex inquiries in an accurate and timely manner, team environment and be passionate about providing excellent customer service.
What you'll do
- Serve as first point of contact and resolve inquiries for Affirm Canada merchants
- Become an expert on Affirm Canada's products to provide product training, best practices and on-going support for our merchants; constantly learn new products and features to ensure you position yourself as go-to-expert for our clients
- Support existing merchant accounts and troubleshoot basic technical issues; coordinate with our Merchant Tech Support team on more complex issues
- Handle merchant inbound emails and calls using Zendesk and Aircall
- Contribute to proactive merchant engagement campaigns to drive adoption, satisfaction, and revenue growth
- Calm and calculated approach to critical situations where a quick response and resolution is important
- Communicate bugs internally and update the merchant on progress
- Work with our SMB Growth Specialist and/or Merchant Success Managers to identify opportunities to save and/or grow our merchant accounts
- Develop new skills and responsibilities by participating in ongoing training
What we look for
- Fluent in French and English (speaking and written)
- Willingness to support on evenings, weekends and public holidays
- Effective verbal and written communication skills
- Capable of delivering high quality work independently and virtually while remaining flexible in a fast-growth environment
- Sound judgment and proactive problem solving skills
- Ability to apply analytical thinking in decision making with keen organizational skills and attention to detail
- Strong follow-through and ability to manage competing priorities
- Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts
- Mac (iOS) and Google Workspace (formerly G Suite) knowledge a plus
Location - Remote Canada
Affirm is proud to be a remote-first company! The majority of our roles are remote and can be located anywhere in the U.S. and Canada (with the exception of the U.S. Territories, Quebec, Yukon, Nunavut, and the Northwest Territories) unless the job indicates a different global location. We are currently building operations in Spain, Poland, and Australia. Employees in remote roles have the option of working remotely or from an Affirm office in their country of hire, and may occasionally travel to an Affirm office or elsewhere for required meetings or team-building events. Our offices in Chicago, New York, Pittsburgh, Salt Lake City, San Francisco and Toronto will remain operational and accessible for anyone to use on a voluntary basis, subject to local COVID-19 guidelines.
All full-time jobs at Affirm (excluding interns and apprentices) are tied to a transparent grade-based pay range taking location into account.
[Colorado Candidates] In accordance with Colorado’s Equal Pay for Equal Work Act, the grade for this position in Colorado is listed above. You can find the Colorado base pay range and benefits here.
At Affirm, People Come First is one of our core values, and that’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2021 DEI Report.
We also believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
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