Job Title

Overview Business Systems Lead (Agent and Channel Experience) at Affirm. The role is part of the Business Systems team within Servicing. You will collaborate with the 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. What You'll Do Own and optimize Salesforce as the primary CRM, ensuring it meets business needs across Servicing, operations, compliance, and customer success. Set technical strategy for your team on a year-long time scale and align it with critical, business-impacting projects. Collaborate across product development lifecycle with product management, design & analytics to ensure technical sustainability, risks and trade-offs are understood and managed. Act as a force-multiplier for your team through the definition and advocacy of technical solutions and operational processes. Maintain and support integrations between Salesforce and core systems (Snowflake, Amazon Connect, internal tools) to enable seamless case creation 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 translate business needs into scalable system solutions. Drive excellence and automation in DevOps leveraging the Salesforce DevOps Center and/or GitHub actions. Leverage Lightning Flows, Agentforce and other low-code tools to improve workflows and reduce manual processes. Manage system enhancements and customizations, including configurations, flows, Lightning components, and API integrations. Oversee JIRA boards for business systems projects, define clear requirements, manage sprints, and ensure timely execution. Develop metrics for 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 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. Thrive in ambiguity, and be comfortable moving from low level language idioms 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 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 & Compensation Location: Remote Canada Pay Grade: J Equity Grade: 4 Base pay range (CAN): 102000 - 142000 CAD per year Benefits Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents Flexible Spending Wallets - stipends for Technology, Food, Lifestyle needs, and family forming expenses Time off - competitive vacation and holiday schedules allowing you to rest and recharge ESPP - employee stock purchase plan at a discount Affirm is remote-first; most roles are remote within the country of employment. A limited number of roles remain office-based due to the nature of their job responsibilities. We are committed to 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. By submitting the application, you acknowledge Affirm's Global Candidate Privacy Notice and consent to the collection, processing, use, and storage of your personal information as described therein. Seniority level Mid-Senior level Employment type Full-time Job function Sales and Business Development #J-18808-Ljbffr