Job Application for Business Systems Lead (Agent and Channel Experience) at Affirm

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.

As a Lead Engineer , you will be an integral member of the Business Systems team within Servicing! You will collaborate with the rest of Business Systems, Engineering, Product, Operations and key stakeholders to craft and deliver technical solutions to business problems and transform the way our Service Agents thrive. We look for candidates who strive for simple, sophisticated solutions and continuously improve both their technical and soft skills. The ideal candidate will demonstrate the ability to work nimbly and efficiently and adapt in a constantly evolving environment.

In this role, you will lead high-impact projects from inception to completion, ensuring that each initiative aligns with the company's strategic goals and delivers measurable results. You will serve as the tech lead for a team of system leads providing technical strategy for platform improvement and project deliverables. The ideal candidate will possess a strong background in the Salesforce ecosystem including Service Cloud, project management, exceptional communication skills, and a keen eye for detail, ensuring that all activities are executed flawlessly and efficiently.

What You'll Do

Own and optimize Salesforce as the primary CRM, ensuring it meets business needs across Servicing, operations, compliance, and customer success.
You will be responsible for setting technical strategy for your team on a year-long time scale, and help your team tie it together with critical, business-impacting projects.
You will collaborate across teams in the product development lifecycle by collaborating with product management, design & analytics to ensure technical sustainability, risks and trade-offs are well understood and managed.
You will act as a force-multiplier for your team through your definition and advocacy of technical solutions and operational processes.
Maintain and Support the developed integrations between Salesforce and core systems (Snowflake, Amazon Connect, internal tools ) to enable seamless Case Creations flows and automation.
Develop and enforce best practices for system governance, security, and data integrity, ensuring compliance with fintech regulations (e.g., PCI-DSS, GDPR, SOC 2).
Collaborate with cross-functional teams (Ops Excellence, Servicing, Product, Security, Engineering) to understand business needs and translate them into scalable system solutions.
Drive excellence and automation in DevOps leveraging the Salesforce Devops Center and/or GitHub actions
Lightning Flows, Agentforce and other low-code tools to improve workflows and eliminate manual processes.
Manage system enhancements and customizations, including configurations, flows, Lightning components, and API integrations.
Oversee JIRA boards for business systems projects, defining clear requirements, managing sprints, and ensuring timely execution.
Develop metrics into system observability, availability and performance
Monitor system performance, troubleshoot issues, and drive continuous improvements.
Provide training and documentation to ensure high adoption and effective use of business systems.

What we look for

5+ years of experience in Business Systems Engineering, Software or Enterprise Applications, preferably in a fintech, SaaS, or high-growth tech environment.
Deep expertise in Salesforce (certifications preferred: Salesforce Admin, Advanced Admin, Platform App Builder, Developer I).
Experience implementing and improving Salesforce platform observability and availability best practices within platform
You thrive in ambiguity, and are comfortable moving from low level language idioms all the way to the architecture of large systems to understand how they work.
Your growth and impact trajectory demonstrates that you have mastered gathering and iterating on feedback from your engineering and cross-functional peers.
Experience with Salesforce Service cloud functionality such as, Case Management, Knowledge Base, Omni-Channel, and Service Console configurations.
Deep understanding and hands-on experience in implementing and optimizing Service Cloud features like Skill-Based Routing, Entitlements, and Messaging for In-App and Web (MIAW), Einstein Gen AI for Service
Familiarity with Lightning web components, Apex, BuildKite, Github and other development or CI/CD tools within Salesforce.
Strong understanding of data modeling, reporting, and analytics, with experience leveraging Snowflake for business intelligence.
Technical proficiency in Salesforce administration, declarative development (Flows, Process Builder, validation rules, SQL) and basic Apex development..
Hands-on experience with JIRA, Notion, and Agile methodologies to manage sprints and system-related projects.
Ability to thrive in a fast-paced, high-performance culture, balancing multiple priorities with strong execution.
Excellent problem-solving and communication skills, with the ability to bridge technical and business needs.

Location - Remote Canada

Compensation & Benefits
Pay Grade - J
Equity Grade - 4

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. [IF APPLICABLE] For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, which includes the annual base pay and the sales incentive target.

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: $102000 - $142000

#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.

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Business Systems Lead (Agent and Channel Experience)

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