Affirm is transforming the credit experience by making it more transparent and user-friendly, giving consumers the freedom to buy now and pay later—without hidden fees or compound interest.

Our mission is to improve lives through honest financial products. We achieve this by partnering with leading companies to provide responsible financing options at the point of sale. Through close collaboration, Affirm and its partners co-create and execute tailored strategies that drive innovation and business growth.

Business Analyst – Service Delivery
Location: Remote (Canada)
Pay Range: CAD $63,000 – $83,000
Equity Grade: 2
Pay Grade: E
#LI-Remote

About the Role

As a Business Analyst within our Service Delivery team, you’ll play a pivotal role in overseeing the full lifecycle of customer cases. You'll ensure alignment with service level agreements (SLAs), drive continuous improvement, and support real-time business performance and compliance. This role works cross-functionally to monitor, analyze, and resolve operational issues, delivering data-driven insights that enhance both customer experience and internal processes.

What You’ll Do

Case & Operational Management

• Manage the end-to-end lifecycle of customer cases, ensuring high standards of accuracy, efficiency, and resolution quality.
• Monitor case queues and aged cases to uphold SLA compliance through proactive intervention.
• Coordinate with Workforce Management (WFM) and vendor partners to assign and track cases effectively.
• Perform root cause analysis (RCA) on escalated cases and lead corrective action efforts.

Data & Business Insights

• Create and deliver weekly executive summaries and KPI reports.
• Analyze operational and customer data to uncover trends, gaps, and opportunities for improvement.
• Design and maintain dashboards and reports to monitor key metrics across customer service, fraud, and business performance.
• Present executive-level insights on operational trends and recommend improvements.
• Extract and translate data from audits and case reviews into actionable strategies.

Process Improvement & Compliance

• Collaborate with cross-functional teams to enhance processes, improve outcomes, and elevate customer satisfaction.
• Document policies, workflows, and training content to boost operational efficiency.
• Identify compliance gaps and coordinate with risk and compliance teams to address them.
• Lead initiatives to improve resolution speed, case accuracy, and agent productivity.
• Support the creation and rollout of new procedures and operational frameworks.

Minimum Qualifications

• Bachelor’s degree in Business, Finance, Operations, or related field or 4+ years of relevant experience in customer operations, business analysis, or compliance.
• Strong analytical skills and proficiency in Excel, SQL, or BI tools (e.g., Tableau, Power BI, Sigma).
• Background in customer service, fraud operations, or financial operations, ideally in a high-growth or fintech setting.
• Experience using data and metrics to define business needs and guide decisions.
• Proficiency with CRM platforms, case management systems, and reporting tools.
• Ability to thrive in a fast-paced, dynamic environment and manage large datasets to generate insights.

Preferred Qualifications

• Industry experience in fintech, technology, or energy.
• Familiarity with regulatory compliance related to customer operations (e.g., fraud prevention, consumer protection laws).
• Exposure to process automation, operational strategy, or transformation projects.

Compensation & Benefits

Affirm provides a transparent pay structure, and employees typically start at the beginning of the posted range. Total compensation includes base salary, equity, and benefits such as:

• 100% paid medical, dental, and vision coverage for employees and dependents
• Flexible Spending Wallets – generous monthly stipends for tech, food, wellness, and family-related expenses
• Employee Stock Purchase Plan (ESPP) – discounted stock purchase opportunities
• Paid Time Off – competitive vacation policies and company holidays
• Remote-First Culture – most roles can be performed remotely across the country of employment

Commitment to Inclusion

Affirm is proud to be a remote-first, people-centered company. We are committed to creating a welcoming and accessible environment for all applicants, including those with disabilities. If you need accommodations during the interview process, we’re happy to support you.

Applicants in San Francisco and Los Angeles will be considered under their respective Fair Chance Hiring Ordinances.

By applying, you confirm you have read and consent to Affirm’s Global Candidate Privacy Notice regarding the handling of your personal data.