Customer Support People Manager

Shape Float’s customer support team through empathetic leadership, coaching, and clear performance standards. Stay close to customers, queues, escalations, and team development.

As Manager of Product Support, you will own people management for Associates and Specialists. You will hire, onboard, coach, review performance, support promotions, and develop future leaders. You will also build a culture of direct, kind feedback, ownership, continuous learning, healthy workload, engagement, retention, and sustainable coverage.

• Lead and develop a high-performing Product Support team
• Conduct hiring, onboarding, one-on-ones, and performance reviews
• Coach senior team members toward operational independence
• Set expectations connected to customer and company outcomes
• Handle high-visibility escalations and executive customer conversations

• 7+ years in technical support, digital customer service, or IT help desk
• 2+ years managing people, ideally managers or team leads
• Clear, empathetic communication with customers and executives
• Experience giving hard feedback and running performance processes
• Willingness to adjust schedules and support occasional evenings or weekends

Use people leadership, empathetic communication, and customer closeness to strengthen Float’s Product Support team and service experience.