Product Support Specialist I (Merchant Care)

Location: Remote Canada; candidates must reside in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan.

Base pay: CAD 55,000–75,000 per year.

Company

Affirm provides transparent buy-now-pay-later payment solutions that help consumers pay over time without hidden fees.

What you will do

• Support merchant partners using different e-commerce platforms.
• Troubleshoot and resolve complex technical, account, and configuration issues.
• Work with Sales, Client Success, Operations, and Engineering to deliver timely solutions.
• Manage multiple merchant inquiries while prioritizing requests effectively.
• Build scalable support processes and streamline workflows based on feedback.
• Communicate new features and enhancements and aggregate merchant feedback for product planning.

Requirements

• Fluent French and English are required.
• Bachelor’s degree or equivalent experience.
• At least two years of experience in technology, e-commerce, SaaS, or a similar role.
• Ability to manage a high volume of requests with efficiency and empathy.
• Strong written communication skills and the ability to explain technical concepts clearly.
• Ability to understand complex technical systems, own projects through completion, and adapt to changing needs.

Nice to have

• Experience with major e-commerce platforms such as Shopify or WooCommerce.
• Exposure to web development concepts.
• Experience working with logs and formatted data for troubleshooting.

Culture & Benefits

• Remote-first work environment within the country of employment, with occasional in-person work or onboarding when applicable.
• 100% subsidized medical, dental, and vision coverage for employees and dependents.
• Monthly technology, health, and wellness spending stipends.
• Flexible time off and generous holiday calendars.
• Employee stock purchase plan and potential equity rewards.

Hiring process

• Inclusive interview process with accommodations available for candidates with disabilities.