Product Support Specialist, Affirm
CA$55-75k
+ ESPP
More information about location
Buy-now-pay-later card for online and in-store
Be an early applicant
Buy-now-pay-later card for online and in-store
1001+ employees
Be an early applicant
CA$55-75k
+ ESPP
More information about location
1001+ employees
Company mission
To deliver honest and transparent financial products that improve users' lives.
Role
Who you are
- 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: Fluent in French as well as English
- 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
What the job involves
- 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
Our take
Affirm offers point-of-sale loans to consumers, working with merchants like Shopify, KAYAK, and Walmart. Buy now, pay later transactions have grown in popularity in recent years, and this business is tapping into the market with a totally different approach to credit - by delivering the Affirm card, the first US debit card with the option to pay-over-time.
Serving over 21 million consumers and over 300,000 merchants, the company offers flexible payback options ranging from 3 to 36 months. The interest rates run between 0% and 30%, so, while they are not necessarily the cheapest option, Affirm prides itself on having no fees for late payments, no hidden charges, and total transparency about what people will pay before they take out a loan.
Affirm collects payments from the customers and pays the merchants directly, shouldering the risk itself. The company has boosted its market share, expanding its availability beyond the US to include most of Canada, and continues to launch new features and create new partnerships towards bettering its offering.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-11% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2020
$500m
SERIES G
Apr 2019
$300m
SERIES F
Total funding: $1.1bn
Company 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
Company HQ
Chinatown, San Francisco, CA
Leadership
Max Levchin
(Co-Founder & CEO)Has founded/co-founded numerous companies, holding various executive positions at each, including Paypal, Slide, Glow, HVF Labs, and SciFi VC. Also worked at large brands including Google, Yelp, Yahoo, and Evernote.
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