Product Support Specialist I (Merchant Care)

Affirm; Kitchener; Remote; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Health coverage for you and dependents

Monthly tech stipends

Flexible time off

Employee stock purchase plan (ESPP)

Job summary

Affim is seeking a Product Support Specialist to deliver fast, reliable support to our merchant partners. You’ll become a product and payments expert, working with Sales, Client Success, Operations, and Engineering to resolve issues and scale processes.

In this role you’ll handle high volumes with empathy, write clearly, and translate merchant needs into actionable feedback for product planning. This is a remote Canada role with equity and generous benefits.

Qualifications

• Fluent in French and English; strong written communication.
• Bachelor’s degree or equivalent experience required.
• 2+ years in Tech/eCommerce or similar role.
• Ability to handle high volume of requests with empathy.
• Strong writing; explain technical concepts clearly.
• Capable of understanding complex technical systems.
• Proven ownership of projects from start to finish.
• Insight into merchant questions and issues.
• Nice to have: Experience with major e-commerce platforms.
• Nice to have: Comfort with logs and data for troubleshooting.

Responsibilities

• Provide fast, reliable support to Affim’s merchant partners.
• Troubleshoot technical or configuration issues.
• Collaborate with engineers to resolve issues and improve processes.
• Manage multiple inquiries with prioritization.
• Build scalable support processes and share feedback.
• Communicate new features and enhancements to partners.
• Aggregate merchant requests to guide product planning.

Skills

Fluent in French and English

Bachelor’s degree or equivalent

2+ years experience in Tech/eCommerce

Ability to handle high volume requests

Strong writing skills

Technical systems understanding

Project ownership

Merchant/customer insight

Experience with e-commerce platforms

Log analysis / data troubleshooting

Education

Bachelor’s degree or equivalent experience

Tools

Shopify

WooCommerce

Job description

At Affim, 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 Affim 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 Affim’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 Affim’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. You need to be able to clearly describe technical concepts and instructions in emails, but let your personality show and use these interactions as a chance to build 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: you can 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 Affim typically come in at the start of the pay range. Affim 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, the employees may be eligible for equity rewards offered by Affim 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

Remote-first with flexibility built in

Affim 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 Affim 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 Affim 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.

For positions based in San Francisco or Los Angeles: Affim considers qualified applicants with arrest and conviction records, as required by law.