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About the Role
We are seeking an experienced Product Support Associate to join our team and contribute to building an exceptional customer experience. This role focuses on delivering outstanding customer service, product education, and software troubleshooting.
Responsibilities
- Deliver award-winning product support, product education, and bespoke solutions that are exceptional, courteous, and on-brand.
- Diagnose and resolve technical issues involving Float’s software, integrations, user provisioning, authentication, and web/mobile platforms.
- Ensure compliance with KYB/KYC and other verification processes, maintaining platform security and integrity.
- Perform technical investigations into unexpected behaviors, providing timely, accurate, and empathetic resolutions.
- Act as a subject-matter expert, providing guidance and insights across the business.
- Respond in internal question channels (Slack) and uphold high standards for information quality.
- Share and reinforce technical product knowledge among colleagues, providing peer feedback.
- Classify and track customer issues and resolutions using tools like Zendesk, HubSpot, Linear, and Metabase.
- Participate in the production, auditing, maintenance, and updating of knowledge base articles, FAQs, and process documentation.
- Utilize AI tools to build, organize, and refine knowledge content for AI support tools and agents.
- Follow established support processes, including defect escalations and approval-gated actions.
- Proactively identify and propose improvements to the product, processes, or service delivery to reduce support volume and friction.
- Represent Product Support in special projects and cross-departmental engagements.
Requirements
- You put customers first, always.
- You act like an owner, taking responsibility for outcomes and seeking solutions proactively.
- You think big and move fast, challenging the status quo and experimenting quickly.
- You constantly learn and grow, seeking improvement and being open to feedback.
- You raise the bar by doing things well and efficiently, balancing speed with rigor.
- You win as a team, collaborating generously and lifting others up.
- You are fluent or have full professional proficiency in both English and French.
- You have at least 2 years of proven experience in a technical support, digital customer service, or IT help desk role, or equivalent experience in other customer-facing roles.
- You have the technological aptitude to excel in this role.
- You love solving complex problems and are resourceful in helping customers find solutions.
- You are energized by troubleshooting technical issues, ideally with financial systems.
- You think at scale, aiming to solve problems faster, smarter, and prevent them altogether.
- You are a clear and empathetic communicator with strong written and verbal skills.
- You are quick to respond, a fast typist, and able to summarize and document issues succinctly.
- You are an incredible cross-functional communicator.
- You are flexible and reliable, open to working evenings and weekends.
- You have excellent judgment and get into the details, working with a sense of urgency.
- You are AI-native or AI-curious, proficient in or eager to learn AI-powered tools.
Skills
- Product Support
- Customer Service
- Software Troubleshooting
- Technical Support
- Digital Customer Service
- IT Help Desk
- SaaS
- Fintech
- Problem Solving
- Troubleshooting
- Communication (Written and Verbal)
- Cross-functional Communication
- AI Tools (ChatGPT, Ada, Zapier MCP)
- Workflow Automation
Location
- Downtown Toronto office
Work Type
- Hybrid
- Full-time
Experience Level
- 2+ years experience
About the Company
- Float is building the best finance management platform in Canada.