Product Support Specialist I (Merchant Care)

At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.

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.

What You'll Do

• 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

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