At a Glance
- Tasks: Support merchant partners by resolving technical issues and providing top-notch service.
- Company: Join Affirm, a remote-first company transforming consumer banking.
- Benefits: Enjoy 100% health coverage, flexible time off, and tech stipends.
- Other info: Work remotely from anywhere in Canada with great career growth opportunities.
- Why this job: Become a trusted partner for merchants and make a real impact.
- Qualifications: Fluent in French and English with 2+ years in tech or eCommerce.
The predicted salary is between 55000 - 75000 $ per year.
At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most. Product Support Specialists at Affirm provide fast and reliable service to our merchant business partners. This role is at the front line of our merchant support experience, and you will be responsible for ensuring that any technical or operational issues our merchants have are quickly resolved. You will become a product and payments expert, viewed by our clients as a trusted partner from whom they can reliably get quick and correct information. You will work cross-functionally with Affirm’s Sales, Client Success, Operations, and Engineering teams to provide clients with quick solutions, troubleshoot account issues, and build internal processes that scale.
What You’ll Do:
- Support Affirm’s merchant partners: E-Commerce retailers which utilize various platforms
- Utilize various troubleshooting techniques to resolve complicated technical or configuration issues
- Work closely with engineers to resolve technical and operational issues, and provide high-touch support to merchant partners
- Effectively manage multiple customer inquiries simultaneously, with appropriate prioritization
- Build scalable support processes and engage with feedback to streamline workflows
- Drive merchant partner communication and outreach about new features and enhancements
- Aggregate feature requests based on merchant partner feedback to guide future product planning
What We Look For:
- Fluent in French as well as English
- Bachelor’s degree or equivalent experience
- 2+ years of experience in relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)
- Ability to handle a high volume of requests with efficiency and empathy
- Passion and drive to change consumer banking for the better
- Great writing skills to clearly describe technical concepts and instructions in emails while building relationships
- A knack for understanding complicated technical systems and concepts
- A record of taking responsibility for owning projects through completion and adapting completed projects as needs change
- Insight to see the questions and issues that motivate our merchants and collaborators, even if they’re not plainly stated
- Nice to have: Experience working with major e-commerce platforms (Shopify, WooCommerce, etc.) or exposure to web development concepts
- Nice to have: Comfort working with logs and formatted data to troubleshoot issues
- Level commensurate on experience
About the Operations team:
The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence. The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management. We drive efficiency, resolve issues quickly, and scale operations as the business grows. Our goal is to deliver seamless support while maintaining high standards and reducing risk.
Pay Grade - D Equity Grade - 1
Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).
CAN base pay range per year: $55,000 - $75,000
Location: Remote Canada. This remote role is open only to candidates residing in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan.
Remote-first with flexibility built in: Affirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the country of employment. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. All new hires will be invited to attend an in-person onboarding experience.
Benefits designed for you:
- Health coverage at no cost: We cover 100% of premiums for employees and their dependents.
- Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.
- Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to.
- Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.
We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help.
Product Support Specialist I employer: Affirm, Inc.
Affirm is an exceptional employer that fosters a collaborative and innovative work culture, particularly for the Staff Backend Engineer role in Canada. With a strong emphasis on employee growth, you will have the opportunity to mentor fellow engineers and lead impactful projects that align with business goals, all while enjoying the flexibility of a remote work environment that promotes work-life balance.
