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 spending and optimize cash flow, so they can focus on what matters most: growth. As one of Canada’s 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, Ritual, Ada, and more.
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 Canada’s first finance platform designed to empower businesses with fast, flexible, and accessible financial solutions. Our integrated suite of products—including corporate cards, bill pay, reimbursements, and financial services—rethinks how companies access capital, streamline spending, and manage growth. Backed by world-class investors like Tiger Global, Golden Ventures, and Susa Ventures, we’re disrupting the global B2B finance space—and we’re looking for bold innovators to help shape the future of business finance.
About the Product Support Associate role
We’re looking for an outstanding Product Support Associate 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 Associate 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.
Requirements
You’ll be great in this role if:
- You’ve got the experience. You have proven experience in a customer-facing role (whether it’s within retail, hospitality, education, etc) and are known as the best of the best - every interaction you have is empathetic, solutions-focused and anticipates future customer needs. SaaS or Fintech exposure is preferred but not mandatory.
- 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’re good with data, dashboards, and gathering insights. This role partners with the Product, Engineering and Customer Success teams to generate insights on customer feedback, trends, and patterns. It is important for you to understand how to do pivots in Google Sheets, in addition to a proficiency for data visualization to present actionable insights.
- 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. The schedule is 5 consecutive days, 8 working hours, between 8am and 8pm.
- 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.
This role won’t be a fit if:
- You aren’t prepared to be in our downtown Toronto office 2-3 days a week
- You aren’t prepared to always provide exceptional customer experiences
- You aren’t passionate about helping Float build the best corporate card and spend management platform in Canada
- 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
If you don’t meet every requirement but have relevant experience, a strong desire to learn, and a lot of heart, please apply. We’d love to hear from you.
Benefits
...and Perks of working at Float:
- Competitive compensation & total rewards
- Small team = lots of autonomy to make an impact
- Opportunity to work with and learn from a world-class team
- A personal Float card with a monthly stipend to spend on what matters most to you
- A dog-friendly office
- Being able to say you helped build Canada's best corporate card and spend management platform
