Remote opportunity at
AffirmProduct Support Specialist I (Merchant Care)
Affirm is recruiting a Product Support Specialist I for its Merchant Care team. The role is fully remote and open only to candidates living in the…
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About This Role
Affirm is recruiting a Product Support Specialist I for its Merchant Care team. The role is fully remote and open only to candidates living in the Canadian provinces named in the posting, which run from Alberta to Saskatchewan and include Ontario and the Atlantic provinces. Affirm provides pay-over-time financing to shoppers and works with e-commerce merchants. The specialist is the front line of merchant support. The job is to resolve…
Job Description
Affirm is recruiting a Product Support Specialist I for its Merchant Care team. The role is fully remote and open only to candidates living in the Canadian provinces named in the posting, which run from Alberta to Saskatchewan and include Ontario and the Atlantic provinces. Affirm provides pay-over-time financing to shoppers and works with e-commerce merchants.
The specialist is the front line of merchant support. The job is to resolve technical and operational problems quickly, so that merchant partners get reliable and accurate answers. The role partners with sales, customer success, operations and engineering colleagues to troubleshoot account issues, solve complicated configuration problems and keep high volumes of requests moving with good prioritisation.
Beyond individual cases, the specialist builds support processes that scale, shares news about new features with merchants, and collects feature requests from merchant feedback to inform product planning. Writing clear technical instructions by email, while building relationships with merchants, is a core part of the work.
The posting requires fluency in French and English, a university degree or comparable experience, and at least two years in tech, e-commerce, SaaS or a similar role. Experience with major e-commerce platforms and comfort reading logs or structured data are listed as useful extras. The posted Canadian base pay range is $55,000 to $75,000 per year.
Responsibilities
- Resolve technical and operational problems for e-commerce merchant partners quickly.
- Troubleshoot complicated technical and configuration problems.
- Work with engineers to solve problems and provide high-touch support.
- Manage several customer inquiries at once and set priorities.
- Build scalable support processes and use feedback to streamline workflows.
- Communicate new features and enhancements to merchant partners.
- Collect feature requests from merchant feedback to guide product planning.
Requirements
- Fluency in French and English.
- A university degree or comparable experience.
- At least two years in tech, e-commerce, SaaS or a similar role.
- Handles high request volumes efficiently, with patience and empathy.
- Clear, personable writing that explains technical concepts well.
- An understanding of complex technical systems, and a record of carrying projects through to completion.
Qualifications
- Experience with platforms such as Shopify or WooCommerce, or a grounding in web development.
- Comfort reading logs and structured data when diagnosing problems.
Core Skills
Benefits
- Health cover where the company pays all premiums, for the employee and their dependents.
- Monthly stipends for technology and health and wellness spending.
- Flexible time off and holiday calendars.
- Access to an employee stock purchase plan.
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Who can apply for the remote role?
Only candidates living in the Canadian provinces named in the posting can apply, which run from Alberta to Saskatchewan.
What is the pay range?
The posting gives a Canadian base pay range of $55,000 to $75,000 per year, depending on location, experience and skills.
Is French required?
Yes. Fluency in both French and English is listed as a requirement.
Are in-person visits needed?
The role is remote-first. A few roles need occasional time at an Affirm office, and new hires attend an in-person onboarding.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.