Bilingual Product Support Specialist I

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Requirements:

• Fluent in French and English, both spoken and written.
• Bachelor’s degree or equivalent experience.
• 2+ years of experience in relevant industry (Tech, eCommerce, SaaS) and/or similar roles.
• Ability to efficiently handle a high volume of requests with empathy.
• Strong writing skills to clearly describe technical concepts while building relationships.
• Understanding of complex technical systems and concepts.
• A record of taking responsibility for projects and adapting them as needs change.
• Insight into merchants' issues and motivations.

Responsibilities:

• Support Affirm’s merchant partners, which are E-Commerce retailers utilizing various platforms.
• Utilize troubleshooting techniques to resolve complex technical or configuration issues.
• Work closely with engineers to resolve technical and operational issues, providing high-touch support.
• Manage multiple customer inquiries with appropriate prioritization.
• Build scalable support processes and engage with feedback for workflow improvement.
• Communicate with merchant partners about new features and enhancements.
• Aggregate feature requests based on merchant feedback to inform product planning.