Job Title

Business Systems Lead (Agent and Channel Experience)Join to apply for the Business Systems Lead (Agent and Channel Experience) role at AffirmAffirm 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 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 seek candidates who strive for simple, sophisticated solutions and continuously improve their technical and soft skills. The ideal candidate will demonstrate the ability to work nimbly and efficiently in a constantly evolving environment.In this role, you will lead high-impact projects from inception to completion, ensuring 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. A strong background in the Salesforce ecosystem, including Service Cloud, project management, exceptional communication skills, and a keen eye for detail, is essential.What You'll DoOwn 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 help tie it together with critical, business-impacting projects.Collaborate across teams in the product development lifecycle with product management, design, and analytics to ensure technical sustainability, risks, and trade-offs are well understood and managed.Act as a force-multiplier for your team through defining and advocating for 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 understand business needs and translate them into scalable system solutions.Drive automation and excellence in DevOps using Salesforce DevOps Center and GitHub actions.Use 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 requirements, managing sprints, and ensuring timely delivery.Develop metrics for system observability, availability, and performance.Monitor system performance, troubleshoot issues, and implement continuous improvements.Provide training and documentation to ensure high adoption and effective use of business systems.What we look for5+ 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.Comfortable working in ambiguity, from low-level language idioms to large system architecture.Proven growth and impact through feedback iteration with engineering and cross-functional peers.Experience with Salesforce Service Cloud features such as Case Management, Knowledge Base, Omni-Channel, and Service Console configurations.Hands-on experience with Lightning Web Components, Apex, BuildKite, Github, and CI/CD tools within Salesforce.Strong understanding of data modeling, reporting, and analytics, with experience leveraging Snowflake for BI.Proficiency in Salesforce administration, declarative development, and basic Apex development.Experience managing sprints and projects with JIRA, Notion, and Agile methodologies.Ability to thrive in a fast-paced, high-performance environment, balancing multiple priorities.Excellent problem-solving and communication skills to bridge technical and business needs.Location - Remote CanadaCompensation & BenefitsPay Grade - JEquity Grade - 4Base pay range in Canada: $102,000 - $142,000 annually. Affirm offers a transparent pay structure based on location, experience, and skills, including benefits such as health coverage, stipends, time off, and equity rewards.Affirm is a remote-first company, allowing most roles to be performed remotely within Canada, with some roles requiring occasional office presence.BenefitsHealth care coverage - Affirm covers all premiums for you and your dependents.Flexible Spending Wallets - stipends for technology, food, lifestyle, and family expenses.Time off - vacation and holiday schedules to rest and recharge.ESPP - Employee stock purchase plan at a discount.We are committed to an inclusive interview process and providing accommodations for candidates with disabilities.(For U.S. positions in Los Angeles or San Francisco, Affirm considers qualified applicants with arrest and conviction records.)By submitting your application, you acknowledge reading Affirm's Privacy Notice and consent to data processing. #J-18808-Ljbffr