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Product Support Specialist III

Company: Affirm
Location: San Francisco
Posted on: January 16, 2022

Job Description:

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. Affirm, Inc. proudly includes Affirm, PayBright, and Returnly. - This role focuses on our Returnly product, which helps brands that care about shopper loyalty offer better product returns. As a Product Support Specialist III, you will interact directly with merchants who are providing a returns experience for millions of shoppers around the world. You will work cross-functionally with Success, Product, Engineering, and Go-To-Market teams to provide solutions, problem solve, and inform processes. You will find success in this role if you see yourself as a trusted partner and are a thoughtful problem solver. What You'll Do:

  • Support Returnly's merchants and partners through ticket-based and scheduled meeting engagements
  • Write bug reports and feature requests that support long-term success on our platform
  • Work cross-functionally to identify root causes and solve issues
  • Collaborate with external partners and vendors when a challenge merits third-party involvement
  • Participate in curation of documentation and resources to streamline ticket resolution and highlight new features
  • Inform building of support processes for efficient workflows What We Look For:
    • Bachelor's degree or equivalent experience
    • 1-3 years of experience in relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)
    • Passion for working closely with leading brands in ecommerce
    • Strong written abilities to describe technical concepts and instructions, while establishing relationships
    • Interpersonal and communication skills that can be applied across audiences
    • Proficient in reading and applying knowledge from documentation
    • Working-knowledge of web technologies (HTML, CSS, HTTP, APIs, etc.) is a plus
    • Nice to have: Experience with ecommerce platforms (Shopify, Magento, etc.) and relevant technology landscape (OMS, ERP, etc.) Location - Remote U.S. Please note that visa sponsorship is not available for this position. Affirm is proud to be a remote-first company ! The majority of our roles are remote and can be located anywhere in the U.S. and Canada (with the exception of the U.S. Territories, Quebec, Yukon, Nunavut, and the Northwest Territories) unless the job indicates a different global location. We are currently building operations in Spain, Poland, and Australia. Employees in remote roles have the option of working remotely or from an Affirm office in their country of hire, and may occasionally travel to an Affirm office or elsewhere for required meetings or team-building events. Our offices in Chicago, New York, Pittsburgh, Salt Lake City, San Francisco and Toronto will remain operational and accessible for anyone to use on a voluntary basis, subject to local COVID-19 guidelines. If you got this far, we hope you're feeling excited about this role. Even if you don't feel you meet every single requirement, we still encourage you to apply. We're eager to meet people who believe in Affirm's mission and can contribute to our team in a variety of ways-not just candidates who check all the boxes. Inclusivity: At Affirm, People Come First is one of our core values, 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 2020 DEI Report . We also believe It's On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. By clicking "Submit Application," you acknowledge that you have read the Affirm Employment Privacy Policy , or the Affirm Employment Privacy Notice (EU) for applicants applying from the European Union, and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein. Are you legally authorized to work in the United States? -*
      -- Do you now or in the future require -sponsorship -for employment -visa -status (e.g., H-1B, -TN, E-3, F-1 visa -status)? -*
      -- How did you first learn about Affirm as an employer? -*
      Please select 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. For this reason, we are asking candidates to voluntarily self-identify through a few demographic questions. Our purpose in collecting this information is to help us assess our outreach efforts and diversity representation goals. Your responses will not be linked to your identity or your application, and neither recruiters nor hiring managers can see this information at an individual level. Your responses are stored in the aggregate and will not play any role in our hiring decision. Your decision to participate or not participate in this survey will have no impact on your candidacy at Affirm. - How do you identify? (gender identity) (Select one)
      Female
      Male
      Non-binary
      Transgender
      I prefer to self describe
      I prefer not to say
      Do you identify as LGBTQ+? (Select one)
      Yes
      No
      I prefer not to say
      How do you identify? (race/ethnicity)
      Black/African American
      East Asian
      Latinx
      Middle Eastern
      Multiracial/Multiethnic
      Indigenous/First Nations/Native American/Alaska Native
      Pacific Islander
      South Asian
      Southeast Asian
      White
      I prefer to self describe
      I prefer not to say
      What is your veteran status? (Select one)
      Yes, I am a veteran
      No, I am not a veteran
      I prefer not to say
      What is your disability status? (Select one)
      Yes, I have a disability
      No, I do not have a disability
      I prefer not to say

Keywords: Affirm, San Francisco , Product Support Specialist III, Other , San Francisco, California

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