Customer Support Specialist; AMER

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Remote (AMER)

Reporting To: Century Richards

Compensation: $82,656 / year

Our support team covers a global customer base, and is small but mighty. Over the past year, we’ve significantly reduced human support volume through AI and smarter infrastructure (Fin now resolves roughly a third of all tickets!). What remains is higher-complexity, higher-touch work that requires real product knowledge and judgment.

Right now, we have a gap in supporting our customers AMER and APAC. We’re hiring to close that gap and to do it with someone who can go beyond the queue: helping customers through onboarding, identifying where they’re getting stuck, and contributing to the self-serve and enablement work that compounds over time.

Please note:

We’re hiring someone based in the Americas, within the Pacific Timezone (PT) or Mountain Timezone (MT).

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.

Early on, you’ll jump right into:

• AMER 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 AMER 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 AMER customers.

We want you to love your work and believe that these skills will allow you to succeed in the role. Applying these skills requires:

• 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 escape, when to resolve, and when to push internally on a…