About Float

Float is one of Canada’s fastest growing companies and Top Startups, serving Canadian businesses with our innovative smart corporate card and spend management solution. Float’s team is customer-obsessed, passionate, vibrant, and entrepreneurial, and includes executives from Uber, Shopify, Ritual, and many other incredible tech companies!

At Float, everyone is an owner, bringing their unique perspective to our team and product. Your voice is important, and we take having a culture based on feedback seriously. We openly share our thoughts, feedback, and differing opinions so we can continue to improve. We do our best to keep our decision making decentralized so that all team members contribute.

Our Product

Float empowers companies and teams with smart financial products, helping them achieve their most ambitious goals. We’re making finance more accessible and saving companies and their teams time and money, while disrupting the multi-trillion dollar global B2B finance industry. Backed by some of the best venture capital investors in the world, including Tiger Global, Golden Ventures, and Susa Ventures, we’re looking for pioneers to help us achieve our vision.

About the Product Support Specialist role

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

This isn’t any ordinary support role. As a Product Support Specialist at Float you will:

• 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. We want customers to think, “wow, that was a world-class experience!”
• Troubleshoot and resolve technical issues over chat, email, and phone regarding Float’s software integrations and issues related to 2FA, multi-entity logins, browser resets, and IP firewalls.
• Document and track customer issues and resolutions using reporting and analytic tools (Zendesk, Hubspot, Linear, and Metabase).
• Action and summarize insights from data using SQL, Google Sheets, and Metabase as well as via partnerships with the Data and RevOps teams.
• Propose solutions to customer issues and collaborate with Sales, Engineering, and Product to implement them.
• Act as a spokesperson for customers before major releases, anticipating specific user-impacting issues.
• Collaborate on internal knowledge playbooks (in Notion) and our external-facing help center (on Zendesk). Regularly update and audit databases based on business needs.
• Work on special projects cross-collaboratively to help work towards our company mission. These projects vary from bot-building our AI-chat bot to re-designing our user tutorials in-app on Intercom.
• Conduct compliance checks with the Approvals team to ensure that all users are KYB-KYC verified and improve the security and integrity of the platform.