Product Support Associate
Product Support Associate
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Job Description
About Float
Float is on a mission to simplify finance for Canadian businesses empowering them to eliminate complexity and unlock new opportunities. Through our innovative platform Float enables businesses to streamline financial operations and optimize cash flow so they can focus on what matters most: growth.
As one of Canadas fastest growing companies and top-rated startups in 2024 and 2023 Float is customer-obsessed passionate and entrepreneurial with a team that includes leaders from Uber Shopify Top Hat TouchBistro and Ada.
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 and differing opinions so we can continue to improve. We do our best to keep our decision-making decentralized so that all team members feel ownership in our success.
Our Product
Float is Canadas complete business finance platform combining modern financial services and software to help businesses spend save and grow. Trusted by 4000 Canadian companies Float provides high-limit corporate cards automated expense management next-day bill payments high-yield accounts and fast friendly supportall built in Canada for Canada. Float is backed by world-class venture and fintech investors including Growth Equity at Goldman Sachs Alternatives and OMERS Ventures partners behind our $70 million Series B raise.
Our team is a collection of ambitious collaborative and mission-driven people from all walks of life but with one goal: helping Canadian companies not just survive but thrive. And were looking for bold innovators to help shape the future of business finance in Canada.
About the Role
Were 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: This role follows a Saturday to Wednesday schedule after an initial Monday to Friday onboarding period.
This isnt any ordinary support role. Heres what youll 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 Floats 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
Heres what sets you up for success at Float:
You Put Customers First Always. You care deeply about delivering meaningful value. Whether youre building internal systems or customer-facing features youre 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 proactivelydoing whats best for the business not just your role.
You Think Big and Move Fast. Youre energized by building from 0 to 1. Youre not afraid to challenge the status quo experiment quickly and learn as you go.
You Constantly Learn and Grow. Youre 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. Youre 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...
Youve 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 its 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 arent discouraged when the answers arent straightforward. You love troubleshooting technical issues (ideally with financial systems like Xero Quickbooks NetSuite Sage to name a few).
You think at scale. You dont 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.
Youre 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.
Youre 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.
Youre an owner. You arent 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 arent prepared to be in our downtown Toronto office 2-3 days a week
You arent prepared to always provide exceptional customer experiences
You arent passionate about helping Float build the best corporate card and spend management platform in Canada
You arent 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 arent adaptable to change or pivoting on the fly
You prefer a slow pace and arent an all in person
You arent able to manage multiple priorities at once
Why You Should Join
Work at one of Canadas fastest-growing fintech companies
Make a real impact in a high-autonomy high-growth role
Collaborate with an ambitious and supportive team
Competitive compensation equity options and benefits
Hybrid work model we are based in Toronto with in-office days for connection and collaboration
Enjoy catered team lunches every Tuesday and Wednesday
Bring your pup to our dog-friendly office
Thrive in a high-trust high-performance culture where your work truly matters
In Short
At Float youll thrive if youre bold curious and eager to make a real impact. Were building something specialand having a lot of fun along the way. If youre excited to build grow and win together wed love to meet you.
Were committed to building a workplace thats welcoming and accessible for everyone. If you need any accommodations during the hiring process or once you join Float just let us know! You can reach out to Vic () and well work with you to make sure you have what you need to succeed.
Required Experience:
IC
Employment Type
Full-Time
