Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.
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:
Located in the CST or PST.
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: Fluent in French as well as English
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
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 CAD
#LI-Remote
Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.
We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:
- Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
- Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount
We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.
By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.
Skills Required
- Located in the CST or PST
- Bachelor's degree or equivalent experience
- 2+ years of experience in Tech, eCommerce, SaaS or similar roles
- Ability to handle a high volume of requests with efficiency and empathy
- Strong written communication; ability to explain technical concepts clearly
- Ability to understand complicated technical systems and concepts
- Proven record of owning projects through completion and adapting as needs change
- Insight into merchant needs and ability to anticipate issues
- Fluent in French as well as English
- Experience with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts
- Comfort working with logs and formatted data to troubleshoot issues
What the Team is Saying
Affirm Compensation & Benefits Highlights
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Affordable Benefits — Healthcare coverage includes $0 employee medical premiums with robust dental, vision, and mental‑health programs that minimize out‑of‑pocket costs. Careers materials also describe expanded comprehensive benefits that reinforce affordability.
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Parental & Family Support — Paid parental leave provides 18 weeks for both birth and non‑birth parents plus a four‑week return‑to‑work transition at full base pay. Family‑building support is further enabled through dedicated spending wallets and related programs.
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Leave & Time Off Breadth — Time away is structured through generous/flexible PTO and company‑wide Away Days published annually, with added Health Days and Life Happens time for unexpected needs. These collective recharge days complement day‑to‑day flexibility.
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.
Gallery
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.
