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. 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 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, the 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.
#LI Remote
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
Our benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights:
- 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.
For positions based in San Francisco or Los Angeles: Affirm considers qualified applicants with arrest and conviction records, as required by law.
By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and consent to the use of your personal information as described.
Skills Required
- Fluent in French and English
- Bachelor's degree or equivalent experience
- 2+ years of experience in technology, e-commerce, SaaS, or a similar role
- Ability to efficiently and empathetically handle a high volume of requests
- Strong written communication skills, including explaining technical concepts clearly
- Ability to understand complicated technical systems and concepts
- Demonstrated ownership of projects through completion and ability to adapt completed projects
- Experience with major e-commerce platforms such as Shopify or WooCommerce
- Exposure to web development concepts
- Comfort working with logs and formatted data for troubleshooting
What the Team is Saying
Affirm Compensation & Benefits Highlights
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Healthcare Strength — Health insurance is described as comprehensive, with fully paid medical, dental, and vision premiums and low copays in some plans. Mental-health programs are explicitly included as part of the global benefits offering.
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Parental & Family Support — Parental leave is presented as 18 weeks for birth and non-birth parents with a 4-week full-pay return-to-work transition. Family-forming support such as fertility, egg freezing, adoption assistance, and a dedicated spending wallet is also offered.
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Leave & Time Off Breadth — Time off includes flexible or unlimited PTO and sick time for many roles. The package also features 20 company-wide paid Away Days that add collective rest to the standard leave mix.
Affirm Insights
What We Do
At Affirm, we help people say yes to the things that matter with flexible, transparent ways to pay over time. No hidden fees, no compound interest, and no fine print—just a smarter way to spend.
Why Work With Us
Who is an Affirmer? /noun/ Someone who believes finance shouldn’t be complicated. We come from a diverse set of backgrounds and we’re driven by the desire to improve lives through honest financial products. We define success by challenging one another to bring our best ideas to every single project—and we have fun while doing it.
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Affirm Offices
Remote Workspace
Employees work remotely.
Affirm is a remote-first company! Our employees can work anywhere in the U.S. but if an office is more your style, we have office locations in San Francisco, Chicago, New York City, and Pittsburgh.
