Hologram is hiring a Lead, Merchant Care

Hologram is hiring a Lead, Merchant Care to lead the team that supports transactional lending and banking processes for Affirm's merchants. You will manage escalated cases, product bugs, disputes, credit furnishing, and ensure compliance adherence.

What You'll Do

• Manage a team of Product Support Specialists in a hyper-growth environment, including managing escalations, filing bugs, reporting key metrics, and taking tickets when needed.
• Drive employee engagement and a high performance culture ensuring effective performance management, coaching, and development.
• Manage performance metrics across multiple channels including merchant satisfaction, productivity metrics and service levels.
• Partner with recruiting to hire candidates and coordinate with training for on-boarding and ongoing learning.
• Establish and maintain a positive and inclusive work culture with peers and direct reports by hosting events, talks, trainings, and regular collaborative routines.

What We're Looking For

• 6+ years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or similar role(s).
• 2+ years of experience in operations or client success people management at the lead level.
• Self-starter with strong sense of urgency, high accountability and excellent attention to detail.
• Forward thinking approach with ability to problem-solve complex issues to drive shared goals across internal and external teams.
• Ability to maintain composure and act as a role model when presented with barriers or when results are not as expected.
• Strong merchant empathy and service level focus.

Nice to Have

• Previous experience working in financial services, fintech, or a complex operational or transactional processing role.
• Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts.

Benefits & Compensation

• Compensation: $80,000 - $100,000 per year + equity: Equity Grade 3.
• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents.
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses.
• Time off - competitive vacation and holiday schedules.
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount.

Work Mode

This is a remote-first position. Candidates must be located in Canada.

Affirm will consider for employment qualified applicants with arrest and conviction records.