Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Manager, Product Support role.

Rezi rewrites your resume against Float's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Manager, Product Support posting at Float — free, in seconds.

About the Role

Float is seeking a Manager to lead its Product Support function, focusing on people, quality, operations, and customer impact. This role involves leading a team, setting support strategy and standards, and ensuring scalability. The position offers significant influence on the product roadmap, tooling, and AI-first support approach.

Responsibilities

Lead and develop a high-performing team.
Own people management for the Product Support team, including hiring, onboarding, 1:1s, performance reviews, promotions, and performance improvement plans.
Build and develop a leadership bench by coaching senior team members.
Set clear goals and expectations for team members.
Build a culture of direct, kind feedback, ownership, and continuous learning.
Own team health, including workload, engagement, retention, and sustainable coverage.
Define and execute the Product Support strategy, roadmap, and operating plan.
Own team targets for SLAs, quality, CSAT, first-contact resolution, and cost-to-serve.
Set the quality bar by owning the QA program, calibration practices, and coaching frameworks.
Plan headcount, capacity, and hiring against business needs.
Build business cases for investment in people, tooling, and process.
Own the support operating model, including queue management, routing, escalation paths, and coverage.
Lead the AI-first approach to support, identifying and implementing automation and AI assistants.
Serve as the business owner for key support tools and administer them.
Ensure playbooks, macros, and internal documentation are accurate and utilized.
Define team metrics and build reporting dashboards and review rhythms.
Own Product Support's role in incident response.
Partner with cross-functional teams on incident coordination and communication.
Lead post-incident reviews and drive follow-up actions.
Turn case data and frontline insight into recommendations for Product, Engineering, and GTM teams.
Represent Product Support in roadmap planning and cross-functional initiatives.
Work with Product, Engineering, and Help Centre content owner to prepare for releases.
Co-design customer journeys and handoffs with Customer Success Management and Customer Activation.
Own the control environment for approval-gated and sensitive support workflows.
Partner with Risk & Compliance to embed security, privacy, and regulatory standards.
Act as an escalation point and approving authority for sensitive customer and account decisions.
Handle high-visibility escalations and executive-level customer conversations.
Step into the queue during spikes, launches, and incidents to stay close to the work and product.

Requirements

7+ years of experience in technical support, digital customer service, or IT help desk roles.
2+ years managing people, ideally including managers or team leads.
SaaS or fintech experience is highly preferred.
Experience developing leaders through hiring, coaching, and performance management.
Systems thinking approach to designing operating models and durable improvements.
Data-driven approach to setting targets, prioritizing work, and forecasting capacity.
Experience with automation and AI in a support context.
Strong communication and empathy skills.
Ability to build trust and influence cross-functional partners.
Calmness and structure during incidents.
Ownership mentality and accountability for outcomes.
Flexibility and reliability to adapt to shifting support needs.
Willingness to adjust schedule and support evenings or weekends on occasion.
Must be prepared to be in the downtown Toronto office 2-3 days a week.
Must be prepared to always provide exceptional customer experiences.
Must be passionate about helping Float build the best corporate card and spend management platform in Canada.
Must be ready to embrace an AI-first approach.
Must be adaptable to change and pivoting on the fly.
Must be an "all in" person.
Must be able to manage multiple priorities at once.

Skills

People Management
Team Leadership
Strategy Development
Operational Planning
SLA Management
Quality Assurance
Customer Satisfaction (CSAT)
First Contact Resolution
Cost-to-Serve Optimization
Headcount Planning
Capacity Planning
Process Improvement
Tool Administration (e.g., Zendesk)
AI Implementation
Incident Management
Cross-functional Collaboration
Data Analysis
Reporting
Risk Management
Compliance
Customer Journey Design
Escalation Management

Location

Toronto, Ontario, Canada

Work Type

Hybrid

Experience Level

Manager
7+ years of experience
2+ years of management experience

Benefits

Competitive compensation
Equity options
Catered team lunches
Dog-friendly office

About the Company

Float is on a mission to simplify finance for Canadian businesses, empowering them to eliminate complexity and unlock new opportunities.
Float enables businesses to streamline financial operations and optimize cash flow.
Float is one of Canada’s fastest growing companies and top-rated startups.
Float is customer-obsessed, passionate and entrepreneurial.
Float's team includes leaders from Uber, Shopify, Top Hat, TouchBistro, and Ada.
Float is Canada’s intelligent financial operating system, combining modern financial services and software.
Float is trusted by more than 7,500 Canadian companies.
Float provides high-limit corporate cards, automated expense management, next-day bill payments, high-yield accounts, and industry-leading support.
Float recently announced its $85 million Series C, backed by investors including Inovia Capital, Growth Equity at Goldman Sachs Alternatives, OMERS Ventures, and Silicon Valley Bank.
Float's team is ambitious, collaborative, and mission-driven.
Float is building something special and having fun along the way.

Equal Opportunity

Float is committed to building a workplace that's welcoming and accessible for everyone.
Accommodations are available during the hiring process and for new hires.