Merchant Support Supervisor at Affirm

| Remote
Sorry, this job was removed at 4:01 a.m. (PST) on Thursday, July 15, 2021
Find out who's hiring in San Francisco.
See all Operations jobs in San Francisco
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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.

As a Merchant Support Supervisor, you will be responsible for the management and leadership of the Tech Support team to ensure that any technical or operational issues our merchants face are quickly resolved. You will work cross-functionally with Affirm’s Sales, Client Success, Customer Operations, and Engineering teams to provide clients with quick solutions, troubleshoot account issues, and build internal processes that scale. As a Supervisor, you will coach, inspire, assist, and lead the team to achieve aggressive goals, grow careers, and shock our merchants with world class support. The Supervisor is instrumental in not only ensuring the team achieves overall business objectives including productivity and accuracy of work, but also in providing a sense of belonging, inclusion, and focus on personal development for each individual on the team.

What You'll Do

  • Manage a team of Tech Support Specialists in a hyper-growth environment including developing the team for future changes, managing the team’s change resilience and minimizing performance impacts associated with change
  • Drive employee engagement and a high performance culture ensuring effective performance management, coaching, and development and creating an environment where people can excel through accountability, encouragement, and empowerment
  • Manage performance metrics across multiple channels including satisfaction, productivity metrics, and service levels including handling cases that meet quality standards
  • Consistently improve the merchant experience by identifying pain points in process and proposing well developed solutions
  • Use strong presentation and communication skills to report findings and recommendations to leadership teams

What We Look For

  • 2+ years of experience in people management positions with previous experience working in startups, fintech, or tech support roles
  • Strong sense of urgency, high accountability, and excellent attention to detail with the capability to thrive in a fast paced environment
  • Experience with HTML, Javascript, the DOM, and e-commerce platforms
  • Forward thinking approach with ability to problem-solving complex issues to drive shared goals across internal and external teams
  • Proven experience in leading teams through major change and comfort with ambiguity
  • Ability to maintain composure and act as a role model when presented with barriers or when results are not as expected
  • Strong empathy and service level focus
Location
We’re excited to announce that Affirm is now a remote-first company! This role can be located anywhere in the U.S. and Canada (with the exception of Quebec). Remote based employees may occasionally travel to an Affirm office for meetings or team building events. 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.
 
#LI-Remote
Check out our remote-first approach to learn more about the new ways we work.
 
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.

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.

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.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages

Location

Affirm is a remote-first company! Our brick and mortar offices remain operational and accessible for anyone to use on a voluntary basis.

What are Affirm Perks + Benefits

Affirm Benefits Overview

Attracting great people starts by finding talent in different places. That's why we built remote work into the DNA of how we do business—but if an office space is more your style, we have offices in Chicago, New York City, Pittsburgh, Salt Lake City, San Francisco, and Toronto.

Affirm’s benefits are made for you. Spending wallets provide access to food, lifestyle, technology, and family planning wallets for your expenses. If your role is remote, you can set up shop anywhere in your home country. Generous time off enables you to take the time you need when life happens. Health benefits that include vision, dental, and mental health programs. We have a simple, flexible and transparent remote-first compensation structure so you can make the best decisions for yourself and your family. Our parental leave policy includes 18 weeks’ paid leave for birth and non-birth parents, and a 4-week return-to-work transition program, at full base pay. We also offer 24 company-wide paid days off (on top of our generous time off policy) which help our teams collectively pause to recharge.

Culture
Volunteer in local community
Partners with Nonprofits
Affirm Cares is a 501(C)3 employee foundation dedicated to supporting nonprofit causes in our communities.
Friends outside of work
Eat lunch together
Intracompany committees
Our Diversity and Inclusion Council is comprised of Affirmers from across all organizations and levels working together to build towards a more diverse and inclusive workforce.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Affirm supports paid parental leave for periods of disability and for baby bonding.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Affirm provides leaves of absences for eligible employees under the federal Family and Medical Leave Act (FMLA) and California Family Rights Act (CFRA).
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend

Additional Perks + Benefits

Pushing the envelope together: Diversity, Equity, and Inclusion (DEI) in 2020

Diversity, equity, and inclusion are integral to the cultural fabric of Affirm. We’re dedicated to making improvements and sharing our learnings with the broader community. While we’re proud of our progress, we recognize the work still needed to be done. People Come First is not just a value at Affirm, it drives the work we do everyday and we look forward to continuing the work around us.

View Affirm's 2020 U.S. Diversity, Equity, and Inclusion report here: http://bit.ly/affirmdei2020

More Jobs at Affirm155 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Content
Developer
new
Remote
Data + Analytics
new
Remote
Marketing
new
Remote
HR + Recruiting
new
Remote
HR + Recruiting
new
Remote
Project Mgmt
new
San Francisco
Data + Analytics
new
Remote
Operations
new
Remote
Data + Analytics
new
Remote
Marketing
new
Remote
Data + Analytics
new
Remote
Developer
new
Remote
HR + Recruiting
new
Remote
HR + Recruiting
new
Remote
Sales
new
Remote
Operations
new
Remote
Design + UX
new
Remote
Finance
new
Remote
Developer
new
Remote
Developer
new
Remote
Operations
new
Remote
Operations
new
Remote
Content
new
Remote
Operations
new
Remote
Operations
new
Remote
HR + Recruiting
new
Remote
Data + Analytics
new
Remote
Data + Analytics
new
Remote
HR + Recruiting
new
Remote
Data + Analytics
new
Remote
Finance
new
Remote
Data + Analytics
new
Remote
HR + Recruiting
new
Remote
HR + Recruiting
new
Remote
Developer
new
Remote
HR + Recruiting
new
Remote
Finance
new
Remote
Operations
new
Remote
Operations
new
Remote
Developer
new
Remote
Developer
new
Remote
Data + Analytics
new
Remote
Data + Analytics
new
Remote
HR + Recruiting
new
Remote
Finance
new
Remote
Finance
new
Remote
Developer
new
Remote
Developer
new
Remote
Developer
new
Remote
Sales
new
Remote
Operations
new
San Francisco
Developer
new
Remote
Data + Analytics
new
Remote
HR + Recruiting
new
Remote
Data + Analytics
new
Remote
Operations
new
Remote
Data + Analytics
new
Remote
Data + Analytics
new
Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Affirm's full profileSee more Affirm jobs