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 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.

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 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) ~ 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 ~ 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 ~ The Operations team delivers seamless customer experiences and enables current product capabilities while ensuring operational excellence. The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management.

Our goal is to deliver seamless support while maintaining high standards and reducing risk.

Equity

Grade - 1 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. (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. 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.

Health coverage at no cost: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you. Flexible time off and generous holiday calendars help you rest when you need to. We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help.

📌 Product Support Specialist I (Merchant Care) (Ottawa)
🏢 Affirm
📍 Ottawa