Own the operational health of strategic merchant integrations through monitoring, troubleshooting, SLA delivery, root-cause analysis, and technical inquiry resolution. Design custom API integration solutions, lead cross-functional technical initiatives, influence product roadmaps, develop playbooks and runbooks, manage strategic accounts, and mentor other Technical Account Managers.

Provide high-touch technical and operational support to merchant partners using Affirm. Troubleshoot complex account, configuration, and platform issues; coordinate with Engineering, Sales, Client Success, and Operations; manage multiple inquiries; develop scalable support processes; communicate product updates; and aggregate merchant feedback to inform product planning.

Lead and develop a team of Technical Account Managers supporting SMB merchants post-sale. Drive technical integrations, troubleshoot escalations, set OKRs, forecast hiring, and advocate cross-functionally to increase merchant adoption and product optimization.