Product Support Specialist I (Merchant Care)

Remote · USD 55,000-75,000 / year · 2+ years experience · Remote · Posted Oct 13, 2026

At a glance

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.

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

Fluent in French as well as English
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

Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts
Comfort working with logs and formatted data to troubleshoot issues

This remote 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.