Remote Merchant Product Support Specialist

Affirm; Ottawa; 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

Job summary

Affim is seeking a Product Support Specialist to deliver fast, reliable service to merchant partners. You will troubleshoot technical issues, work with Sales, Client Success, Operations and Engineering, and help scale support processes.

A strong emphasis on clear communication in English and French is essential. The role offers remote Canada work with a base pay range and opportunities to influence product direction through merchant feedback.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 2+ years in Tech/eCommerce/SaaS roles or similar.
• Ability to handle high volume of requests with efficiency and empathy.
• Clear written and verbal communication in English and French.
• Experience with major e-commerce platforms is a plus.

Responsibilities

• Support Affim’s merchant partners across e-commerce platforms.
• Troubleshoot technical or configuration issues.
• Collaborate with engineers to resolve issues and provide high-touch support.
• Manage multiple inquiries with prioritization and empathy.
• Build scalable support processes and refine workflows based on feedback.
• Communicate new features to merchants and collect feedback for product planning.
• Aggregate feature requests to guide future product development.

Skills

French-English fluency

Excellent writing

Customer service

Empathy

Problem solving

Technical troubleshooting

Cross-functional collaboration

Education

Bachelor’s degree

Tools

Shopify

WooCommerce

Logging tools

Job description

Affim is seeking a Product Support Specialist to deliver fast, reliable service to merchant partners. You will troubleshoot technical issues, work with Sales, Client Success, Operations and Engineering, and help scale support processes.

A strong emphasis on clear communication in English and French is essential. The role offers remote Canada work with a base pay range and opportunities to influence product direction through merchant feedback.