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About the Role
This role focuses on providing customer support, onboarding, and early adoption assistance to EMEA customers, with a long-term trajectory toward onboarding specialization. The goal is to help customers derive maximum value from the product quickly by understanding their needs deeply.
Responsibilities
- Provide daily coverage for complex customer inquiries via Intercom, requiring troubleshooting and judgment.
- Audit AI-handled conversations to identify gaps and improve AI responses.
- Create and update help center content based on observed customer issues.
- Conduct onboarding calls for new EMEA customers to facilitate setup and value realization.
- Identify and report churn signals, recurring friction points, and product gaps internally.
- Take ownership of the SMB and self-serve onboarding experience for EMEA customers.
- Work asynchronously with a global team to solve complex problems.
- Contribute to improving AI support agent responses.
Requirements
- Experience in B2B SaaS customer support with complex, asynchronous conversations.
- Strong written communication skills, with the ability to calibrate tone and proofread carefully.
- Independent troubleshooting skills, utilizing tools like Intercom, Linear, and internal documentation.
- Technical confidence, including familiarity with APIs and tools like Zapier.
- Experience using AI tools to enhance work efficiency.
- Good judgment in ambiguous situations, knowing when to escalate or advocate for customers.
- Foundational experience in guiding customers through product adoption.
- Systems thinking ability to identify and act on patterns in customer interactions.
- Comfort with asynchronous communication and remote work tools (Slack, Loom, Linear).
- Autonomy and ability to work with minimal meetings.
- Must be based in Europe or a timezone allowing coverage between 8 am - 6 pm CET.
- Encourages individuals who may not meet every listed qualification but possess relevant skills and enthusiasm to apply.
Skills
- Customer support
- Troubleshooting
- Written communication
- Technical confidence
- API familiarity
- Zapier familiarity
- AI fluency
- Judgment
- Customer onboarding
- Systems thinking
- Asynchronous communication
- Remote work
- Slack
- Loom
- Linear
Location
- Remote (EMEA)
- Europe
Work Type
- Permanent
- Full Time
- Remote
Experience Level
- Level 2
Salary/Compensations
- $82,656 / year
Benefits
- Access to Float Handbook detailing perks, benefits, and ways of working.
About the Company
- A global, asynchronous, remote company with a diverse team.
- Believes in transparency and shares its Float Handbook publicly.
- Focuses on enabling employees to do their best work.
Equal Opportunity
- Encourages individuals who may not meet every listed qualification but possess relevant skills and enthusiasm to apply.
- Notes that women and individuals from traditionally underrepresented groups are less likely to apply unless they check all boxes, and encourages such individuals to apply.