Customer Support Specialist; EMEA)

Our support team covers a global customer base, and is small but mighty. Right now, EMEA accounts for over 60% of our support volume, handled by a two-person team with no built-in redundancy. We’re hiring to change that, and to add a capability we’ve been missing: someone who goes beyond troubleshooting to actively support customers through onboarding and early adoption.

The longer-term trajectory for this role is toward onboarding specialization on top of support work, working with EMEA self-serve and SMB customers to help them get real value from Float quickly. We’re looking for someone who wants to know our customers deeply, not just our product.

Please note:

We’re hiring someone based in Europe, or within a timezone that allows you to cover a daily block ranging between 8am–6pm CET.

Our Support Manager, Century, explains the important role you will play within our CX team. Watch this video! You’ll be working asynchronously with a bright, dedicated team from across the globe, with a strong focus on taking complex problems and creating solutions that feel simple and intuitive for our customers.

• EMEA queue coverage: Own a 4-5 hour daily block in Intercom handling complex customer questions that Fin (our AI support agent) couldn’t resolve. These conversations require genuine troubleshooting and judgment, and you’re expected to bring both.
• Fin review and improvement: Audit AI-handled conversations to spot gaps and contribute to how Fin responds going forward.
• Help center contributions: Write and update help center content based on patterns you’re seeing in the queue.

Once you are a bit more settled, we expect that you will jump into the following projects:

• Proactive onboarding support: Run onboarding calls with new EMEA customers, helping them move through their setup so they’re positioned to get real value from Float quickly.
• Customer advocacy: Flag churn signals, recurring friction, and product gaps internally. You’ll connect what you’re seeing in the queue to the bigger picture across CS and lifecycle marketing.
• Onboarding specialization: Take increasing ownership of the SMB and self-serve onboarding experience for EMEA customers.

• Customer support experience in B2B SaaS: You’ve handled complex, async support conversations independently. You think about whether the customer is actually set up to succeed, not just whether the conversation is closed.
• Strong written communication: You write clearly and warmly, calibrate your tone for different customers, and proofread before sending. You use the customer’s name. In an async-first role, the quality of your writing is a direct reflection of how much you care about the person on the other end.
• Independent troubleshooting: You work through product issues methodically, pulling from your tools (Intercom, Linear, help center, internal docs) before escalating or replying. You don’t need hand-holding to get to a good answer.
• Technical confidence: You’re comfortable handling technical queries and have working familiarity with APIs and tools like Zapier. Tier 2 escalations are the exception, not the default.
• AI fluency: You use AI tools regularly and can point to real examples of how you’ve worked smarter because of it. You bring that same instinct to this role.
• Good judgment in ambiguous situations: You know when to elevate, when to resolve, and when to push internally on a customer’s behalf. You don’t wait to be asked.
• Customer onboarding foundations: You have some experience guiding customers through product adoption and are eager to develop this further. This is a capability we’ll invest in building with you.
• Systems thinking: You notice patterns across conversations and act on them without being…