Job Description

About the Role

We’re looking for an experienced Product Support Associate to help build the best customer experience team in Canada! As part of our Product Support team, you will focus on delivering exceptional customer service, product education, and software troubleshooting when our customers need it most.

Please note: Float Product Support operates from 8am-8pm (ET) M-F and 9am-5pm on weekends. Following a M-F 9-5 onboarding period, this role will follow a fixed schedule of five consecutive 8 hour shifts within operating hours.

This isn’t any ordinary support role. Here's what you’ll be responsible for:

Product Support & Service Delivery

• Provide Exceptional Support: Deliver award-winning product support, product education, and bespoke solutions for our customers that are exceptional, courteous, and on-brand. We are not a bank. Our interactions are human, empathetic, and memorable.
• Technical Troubleshooting: Diagnose and resolve technical issues involving Float’s software, integrations to other systems, user provisioning and authentication and web and mobile platforms.
• Compliance & Security: Ensure KYB/KYC and other compliance and verification processes are followed, maintaining security and integrity of the platform.
• Undocumented Issues: Perform technical investigations into unexpected behaviours, providing timely, accurate, and empathetic resolutions.

Subject Matter Expertise

• Internal Resource: Become a subject-matter expert business-wide, providing guidance, insights, and solutions. Be a responder in internal question channels (Slack) and uphold high standards for information quality and accuracy.
• Collaborative Knowledge Sharing: Share and mutually-reinforce accuracy, precision and relevance of technical product knowledge among colleagues. Provide peer feedback when standards are not met.

Knowledge Management & Documentation

• Issue Tracking & Reporting: Classify and track customer issues and resolutions using tools like Zendesk, HubSpot, Linear, and Metabase.
• Content Production and Upkeep: Participate in a regular process to produce, audit, maintain, and update knowledge base articles, FAQs, and process documentation to ensure accuracy and relevance.
• Optimize With and For AI: Use AI tools to build, organize and refine knowledge content, while optimizing it for ingestion by AI support tools and AI Agents.

Functional Optimization & Collaboration

• Process Execution: Follow established support processes, including defect escalations and approval-gated actions, ensuring adherence to quality standards.
• Customer-Centric Insights: Proactively identify and propose changes to the product, processes or service delivery which would reduce support case volume and remove points of friction for customers.
• Special Projects & Initiatives: Occasionally represent Product Support in special projects and reactive cross-departmental engagements, ensuring alignment on customer needs and support priorities.

About You

Here’s what sets you up for success at Float:

• You Put Customers First, Always. You care deeply about delivering meaningful value. Whether you're building internal systems or customer-facing features, you're always thinking about how to make life better for our users.
• You Act Like an Owner. You take responsibility for outcomes, step up to challenges, and seek solutions proactively—doing what’s best for the business, not just your role.
• You Think Big and Move Fast. You’re energized by building from 0 to 1. You’re not afraid to challenge the status quo, experiment quickly, and learn as you go.
• You Constantly Learn and Grow. You’re hungry to improve your craft and open to feedback. You bring a growth mindset to everything you do.
• You Raise the Bar. You care about doing things well and efficiently. You balance speed with rigor and always look for ways to improve how we work.
• You Win as a Team. You’re a generous collaborator who values communication, context, and shared wins. You lift others up and help make the team stronger.

In addition to living our values...

• You are fluent or have full professional proficiency in both English and French. Float’s customers speak and work in both official languages and so do you!
• You’ve got the experience. You have at least 2 years’ proven experience in a technical support, digital customer service, or IT help desk role, or equivalent experience in other customer facing roles (whether it’s within retail, hospitality, education, etc) and the technological aptitude to go along with it. SaaS or Fintech exposure is highly preferred but not mandatory. Regardless of what your experience looks like, you are known as the best of the best - every interaction you have is empathetic, solutions-focused and anticipates future customer needs.
• You love solving complex problems. You are resourceful and energized by helping each unique customer find solutions. You ask great questions and aren’t discouraged when the answers aren’t straightforward. You love troubleshooting technical issues (ideally with financial systems like Xero, Quickbooks, NetSuite, Sage to name a few).
• You think at scale. You don’t just think about solving individual problems, you think about solving them faster, smarter and preventing them altogether. You find ways to accelerate customer enablement and make them self-sufficient.
• You’re a clear and empathetic communicator. This role requires strong written and verbal communication skills. You are quick to respond, a fast-typer, are able to summarize and document customer issues in a succinct and clear manner, and are an incredible cross-functional communicator. You will regularly be summarizing time-sensitive and important information with other teams internally.
• You’re flexible and reliable. This role may require you to work evenings and weekends in addition to day shifts and respond to inquiries at the drop of a hat, so being open to change and being flexible with your availability all while being a dependable teammate is an absolute must. This role follows a Saturday-to-Wednesday schedule following an initial Monday-Friday onboarding period.
• You’re an owner. You aren’t waiting for someone else to tell you what to do. You have excellent judgment, you get into the details (no task is too small), and you work with a sense of urgency, always.
• You are AI-Native or AI-Curious: You are proficient in or eager to learn AI-powered tools such as ChatGPT, Ada, Zapier MCP, and other workflow automation platforms. You use or aspire to use these tools to optimize your work and customer experiences, and you are excited to grow your AI skillset further.

This may not be the role for you if:

• You aren’t prepared to be in our downtown Toronto office 3 days a week
• You aren’t prepared to always provide exceptional customer experiences
• You aren’t passionate about helping Float build the best finance management platform in Canada
• You aren’t ready to embrace an AI-first approach
• You need a playbook of answers for every problem
• You love routine and having a predictable day-to-day schedule
• You aren’t adaptable to change or pivoting on the fly
• You prefer a slow pace and aren’t an “all in” person
• You aren’t able to manage multiple priorities at once