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About the Role

Our support team covers a global customer base and is small but mighty. We are hiring to close a gap in supporting our customers in AMER and APAC, 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. 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.

Responsibilities

Own a 4-5 hour daily block in Intercom handling complex customer questions that Fin (our AI support agent) couldn’t resolve.
Audit AI-handled conversations to spot gaps and contribute to how Fin responds going forward.
Write and update help center content based on patterns seen in the queue.
Run onboarding calls with new EMEA customers, helping them move through their setup so they’re positioned to get real value from Float quickly.
Flag churn signals, recurring friction, and product gaps internally.
Connect what you’re seeing in the queue to the bigger picture across CS and lifecycle marketing.
Take increasing ownership of the SMB and self-serve onboarding experience for EMEA customers.

Requirements

Customer support experience in B2B SaaS: Handled complex, async support conversations independently.
Strong written communication: Write clearly and warmly, calibrate tone for different customers, and proofread before sending.
Independent troubleshooting: Work through product issues methodically, pulling from tools before escalating or replying.
Technical confidence: Comfortable handling technical queries and have working familiarity with APIs and tools like Zapier.
AI fluency: Use AI tools regularly and can point to real examples of how you’ve worked smarter because of it.
Good judgment in ambiguous situations: Know when to escalate, when to resolve, and when to push internally on a customer’s behalf.
Customer onboarding foundations: Experience guiding customers through product adoption and eagerness to develop this further.
Systems thinking: Notice patterns across conversations and act on them without being asked.
Comfortable with asynchronous communication as the default.
Previous remote experience.
Comfortable using tools like Slack, Loom, and Linear to communicate as needed.
Do your best work with autonomy and minimal meetings.
Based in the Americas, within the Pacific Timezone (PT) or Mountain Timezone (MT).

Skills

Troubleshooting
Judgment
Written communication
Technical confidence
API familiarity
Zapier familiarity
AI fluency
Onboarding
Systems thinking
Asynchronous communication
Slack
Loom
Linear

Location

Remote (AMER)
Pacific Timezone (PT)
Mountain Timezone (MT)

Work Type

Permanent - Full Time
Remote

Experience Level

Level 2

Salary/Compensations

$82,656 / year

Benefits

Perks & benefits detailed in the Float Handbook

About the Company

Global async remote company with a diverse team of people from all over the world who share a common belief in living our best work life.
Believe deeply in the idea of transparency and share our Float Handbook publicly.

Equal Opportunity

Note: Industry research shows that women and those in traditionally underrepresented groups are less likely to apply to jobs unless they check all the boxes for the role. If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes, that’s okay! We encourage you to apply anyway and highlight what you can bring to the table.