Product Support Specialist I – Merchant Care

Affirm

. Support Affirm’s merchant partners, including e-commerce retailers using various platforms .

Posted 10/13/2026full-timeRemote • CanadaJuniorMid-Level💰 CA$55,000 - CA$75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical troubleshooting skills and the ability to manage multiple customer inquiries efficiently while providing high-touch support. Proficient in communicating technical concepts clearly and collaborating cross-functionally to enhance merchant experiences.

Highest-signal resume keywords

Fluent In FrenchBachelor's Degree2+ Years Experience In ECommerceStrong Writing SkillsExperience With ECommerce Platforms

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical TroubleshootingProject ManagementUnderstanding Technical SystemsData AnalysisWorkflow Streamlining

Soft Skills

EmpathyCommunicationPrioritizationCollaboration

Tools & Technologies

ShopifyWooCommerce

Industry Keywords

ECommerceSaaSTech

About the role

Key responsibilities & impact

Support Affirm’s merchant partners, including e-commerce retailers using various platforms
Use troubleshooting techniques to resolve complicated technical or configuration issues
Work with engineers to resolve technical and operational issues and provide high-touch merchant support
Manage multiple customer inquiries simultaneously and prioritize appropriately
Build scalable support processes and streamline workflows based on feedback
Communicate with merchant partners about new features and enhancements
Aggregate feature requests from merchant feedback to guide future product planning
Work cross-functionally with Sales, Client Success, Operations, and Engineering teams

Requirements

What you’ll need

Fluent in French as well as English
Bachelor’s degree or equivalent experience
2+ years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)
Ability to handle a high volume of requests with efficiency and empathy
Strong writing skills for clearly describing technical concepts and instructions in emails
Ability to understand complicated technical systems and concepts
Experience owning projects through completion and adapting completed projects as needs change
Nice to have: Experience 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

Benefits

Comp & perks

Monthly stipends for health, wellness and tech spending
100% subsidized medical coverage for employees and dependents
Dental and vision coverage for employees and dependents
Flexible time off
Generous holiday calendars
Employee stock purchase plan (ESPP) to buy Affirm stock at a discount
Inclusive interview process with accommodations for candidates with disabilities