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.

Technical Support Specialists at Affirm delight our merchant partners every day with friendly, smart and useful help. 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. 

Your regular hours will be 9am-5pm Pacific Time. 

What You'll Do:

  • Deftly support Affirm’s merchant partners. E-Commerce retailers work with many different technology partners, but they will get the very best support from Affirm
  • Work closely with engineers to resolve technical and operational issues, and provide high-touch support to merchant partners
  • Coordinate closely with internal teams to maintain service level agreements
  • 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

What We Look For:

  • Experience with a customer/client support team at a fast paced startup
  • Passion and drive to change consumer banking for the better
  • 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
  • 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
  • Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts

A cover letter is required to apply, and we actually read them. In your cover letter, write a few paragraphs telling us about yourself and highlight any experiences that prepared you well for this job.

Location: Salt Lake City or Pittsburgh

We’re excited to announce that Affirm is now a remote-first company!  The majority of our roles can be accomplished anywhere in the U.S. and Canada (with the exception of Quebec).  While most Affirmers will have the option to choose a remote-first accommodation, our offices in San Francisco, New York City, Pittsburgh, Chicago, and Salt Lake City will remain operational and accessible for anyone to use on a voluntary basis. This role requires you to live within reasonable access to a particular office in order to fulfill certain job responsibilities.
 
If you got to this point, we hope you're feeling excited about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in Affirm's mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.
 
At Affirm, "People Come First" is a core value 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 2019 D&I report.
 
We will consider for employment qualified applicants with arrest and conviction records in accordance with applicable federal, state and local laws, including the San Francisco Fair Chance Ordinance. By clicking "Submit Application," I acknowledge that I have read the Affirm Employment Privacy Policy, and hereby consent to the collection, processing, use, and storage of my personal information as described therein.

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Affirm is dedicated to building a diverse team and an inclusive culture. We believe that it’s crucial to Affirm’s long-term success to create an environment where all Affirmers feel like they belong and have an equal opportunity to succeed.

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