Job Title

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 decisionmaking 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 5000+ Canadian companies, Float provides high-limit corporate cards, automated expense management, nextday bill payments, highyield accounts and fast, friendly supportall built in Canada, for Canada. Float is backed by worldclass 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 missiondriven 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: Float Product Support operates from 5am-5pm (PT) MF and 6am-2pm on weekends. Following a MF 6am-2pm onboarding period, this role will follow a fixed schedule of five consecutive 8hour shifts within operating hours. This isnt any ordinary support role. Here's what youll be responsible for: Product Support & Service Delivery - Provide Exceptional Support: Deliver awardwinning product support, product education, and bespoke solutions for our customers that are exceptional, courteous, and onbrand. 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 subjectmatter expert businesswide, 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 mutuallyreinforce 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 approvalgated actions, ensuring adherence to quality standards. - CustomerCentric 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 crossdepartmental 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 you're building internal systems or customerfacing 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 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, solutionsfocused 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 selfsufficient. - Youre a clear and empathetic communicator. This role requires strong written and verbal communication skills. You are quick to respond, a fasttyper, are able to summarize and document customer issues in a succinct and clear manner, and are an incredible crossfunctional communicator. You will regularly be summarizing timesensitive 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 SaturdaytoWednesday schedule following an initial MondayFriday 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 AINative or AICurious. You are proficient in or eager to learn AIpowered 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. - Nice to Have: - You are fluent or have full professional proficiency in both English and French. Floats customers speak and work in both official languages and so do you! This may not be the role for you if: - 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 AIfirst approach - You need a playbook of answers for every problem - You love routine and having a predictable daytoday 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 Canada's fastestgrowing fintech companies - Make a real impact in a highautonomy, highgrowth role - Collaborate with an ambitious and supportive team - Competitive compensation, equity options, and benefits - Hybrid work model we are based in Toronto with inoffice days for connection and collaboration - Enjoy catered team lunches every Tuesday, Wednesday and Thursday - Bring your pup to our dogfriendly office - Thrive in a hightrust, highperformance culture where your work truly matters In Short At Float, youll thrive if youre bold, curious, and eager to make a real impact. We're 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 ([email protected]), and well work with you to make sure you have what you need to succeed. #J-18808-Ljbffr