Product Support Associate

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 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, Touch Bistro, 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.

Float is Canada's 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, next-day bill payments, high-yield accounts and fast, friendly support—all 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 we’re looking for bold innovators to help shape the future of business finance in Canada.

We’re 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.

• 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 Float’s software, integrations to other systems, user provisioning and authentication and web and mobile platforms.

• Compliance & Security
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  Ensure KYB/KYC and other compliance and verification processes are followed, maintaining security and integrity of the platform.

• Undocumented Issues
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  Perform technical investigations into unexpected behaviours, providing timely, accurate, and empathetic resolutions.

• 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.

• Issue Tracking & Reporting
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  Classify and track customer issues and resolutions using tools like Zendesk, Hub Spot, Linear, and Metabase.

• Content Production and Upkeep
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  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
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  Use AI tools to build, organize and refine knowledge content, while optimizing it for ingestion by AI support tools and AI Agents.

• Process Execution
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  Follow established support processes, including defect escalations and approval-gated actions, ensuring adherence to quality standards.

• Customer-Cen…