Remote opportunity at
AffirmProduct Support Specialist I (Merchant Care)
Affirm is seeking a Product Support Specialist I (Merchant Care) to join its operations team on a remote basis in Canada. The company builds financial products…
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About This Role
Affirm is seeking a Product Support Specialist I (Merchant Care) to join its operations team on a remote basis in Canada. The company builds financial products that allow individuals to pay over time without hidden fees or surprise costs. In this position, you will act as the primary contact for merchant business partners, handling technical and configuration challenges while delivering rapid and dependable assistance. This role suits professionals who enjoy…
Job Description
Affirm is seeking a Product Support Specialist I (Merchant Care) to join its operations team on a remote basis in Canada. The company builds financial products that allow individuals to pay over time without hidden fees or surprise costs. In this position, you will act as the primary contact for merchant business partners, handling technical and configuration challenges while delivering rapid and dependable assistance.
This role suits professionals who enjoy tackling complex technical puzzles, managing high inquiry volumes with empathy, and partnering across engineering, sales, and client success departments. You will manage multiple customer communications concurrently, gather feature feedback to guide product planning, and contribute to scaling support workflows. Affirm operates as a remote-first organization, and this specific opening is available to applicants living in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan.
Responsibilities
- Support e-commerce retail partners using various platform setups
- Resolve complicated technical and configuration issues through troubleshooting techniques
- Collaborate with engineers to address operational and technical challenges
- Handle multiple customer inquiries simultaneously with proper prioritization
- Develop scalable support processes and refine workflows based on feedback
- Communicate updates regarding new features and enhancements to merchant partners
- Aggregate feature requests from clients to inform future product planning
Requirements
- Fluent in both French and English
- At least two years of relevant industry experience in tech, eCommerce, SaaS, or similar roles
- Ability to process a high volume of requests efficiently and with empathy
- Strong written communication skills to explain technical concepts clearly in emails
- Capacity to comprehend complex technical systems and concepts
- Demonstrated ownership in seeing projects through to completion and adapting as needs change
- Reside in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan
Qualifications
- Bachelor degree or equivalent experience
- Experience working with major e-commerce platforms such as Shopify or WooCommerce
- Exposure to web development concepts
- Comfort working with logs and formatted data for troubleshooting purposes
Core Skills
Benefits
- Base pay ranging from CAD 55,000 to CAD 75,000 per year
- Monthly stipends for health, wellness, and technology expenses
- 100% subsidized medical coverage, dental, and vision for employees and dependents
- Eligibility for equity rewards offered by Affirm Holdings, Inc.
- Employee stock purchase plan to buy stock at a discount
- Flexible time off and holiday schedules
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary range for this position?
The annual base pay range is CAD 55,000 to 75,000, with new employees typically starting at the bottom of the range. Total compensation may also include monthly stipends, health benefits, and equity rewards.
Where can the candidate be located for this remote role?
This remote position is open exclusively to individuals residing in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan.
What language skills are required?
Applicants must be fluent in both French and English.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.