Product Support Associate, Float
2-3 days a week in office
Corporate cards and smart spend management software
Job no longer available
Corporate cards and smart spend management software
101-200 employees
Job no longer available
2-3 days a week in office
101-200 employees
Company mission
To simplify spending so companies and teams can focus on growing their business.
Role
Who you are
- You’ve got the experience. You have proven experience in a customer-facing role (whether it’s within retail, hospitality, education, etc) and are known as the best of the best - every interaction you have is empathetic, solutions-focused and anticipates future customer needs. SaaS or Fintech exposure is preferred but not mandatory
- You love solving complex problems. You are resourceful and energized by helping each unique customer find solutions. You ask great questions and aren’t discouraged when the answers aren’t straightforward. You love troubleshooting technical issues (ideally with financial systems like Xero, Quickbooks, NetSuite, Sage to name a few)
- You’re good with data, dashboards, and gathering insights. This role partners with the Product, Engineering and Customer Success teams to generate insights on customer feedback, trends, and patterns. It is important for you to understand how to do pivots in Google Sheets, in addition to a proficiency for data visualization to present actionable insights
- You’re a clear and empathetic communicator. This role requires strong written and verbal communication skills. You are quick to respond, a fast-typer, are able to summarize and document customer issues in a succinct and clear manner, and are an incredible cross-functional communicator. You will regularly be summarizing time-sensitive and important information with other teams internally
- You’re flexible and reliable. This role may require you to work evenings and weekends in addition to day shifts and respond to inquiries at the drop of a hat, so being open to change and being flexible with your availability all while being a dependable teammate is an absolute must. The schedule is 5 consecutive days, 8 working hours, between 8am and 8pm
- You’re an owner. You aren’t waiting for someone else to tell you what to do. You have excellent judgment, you get into the details (no task is too small), and you work with a sense of urgency, always
What the job involves
- We’re looking for an outstanding Product Support Associate to help build the best customer experience team in Canada
- As part of our Product team, you will focus on delivering exceptional customer service, product education, and software troubleshooting when our customers need it most
- Deliver award-winning product support, product education, and bespoke solutions for our customers that are exceptional, courteous, and on-brand. We are not a bank. Our interactions are human, empathetic, and memorable. We want customers to think, “wow, that was a world-class experience!”
- Troubleshoot and resolve technical issues over chat, email, and phone regarding Float’s software integrations and issues related to 2FA, multi-entity logins, browser resets, and IP firewalls
- Document and track customer issues and resolutions using reporting and analytic tools (Zendesk, Hubspot, Linear, and Metabase)
- Action and summarize insights from data using SQL, Google Sheets, and Metabase as well as via partnerships with the Data and RevOps teams
- Propose solutions to customer issues and collaborate with Sales, Engineering, and Product to implement them
- Act as a spokesperson for customers before major releases, anticipating specific user-impacting issues
- Collaborate on internal knowledge playbooks (in Notion) and our external-facing help center (on Zendesk). Regularly update and audit databases based on business needs
- Work on special projects cross-collaboratively to help work towards our company mission. These projects vary from bot-building our AI-chat bot to re-designing our user tutorials in-app on Intercom
- Conduct compliance checks with the Approvals team to ensure that all users are KYB-KYC verified and improve the security and integrity of the platform
Our take
Traditional finance and internal expense processes are inefficient for companies, with spending on personal credit cards and filing receipts for reimbursement becoming an increasingly convoluted business practise. There needs to be a digital alternative to the historically laborious process of managing employee expenses.
Float is a fintech solution, built to simplify the inefficient internal expense processes. Rather than following the traditional method of spending on personal/corporate cards, filing expenses, and waiting for reimbursement - Float works by utilising technology that enables managers to allocate funds and approve expenses before purchases are made. The company also supports companies operating with remote workforces.
As the business world moves to become more international, companies will look to make their business spending as simple as possible. Float aims to develop its technology and cater to the challenge of company spending. Its $70 million series D funding will go some way to achieving its aims, all whilst expanding its business significantly.
Steph
Company Specialist at Welcome to the Jungle
Insights
55% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2025
$50.3m
SERIES B
Nov 2021
$26.6m
SERIES A
Total funding: $82.4m
Company benefits
- Competitive coverage of medical, dental and vision insurance for employees
- Education & learning stipend for personal growth and development
- Flexible vacation time
- Work from home stipend to help you succeed in a remote environment
Company HQ
Fashion District, Toronto, ON
Leadership
Rob Khazzam
(Co-Founder & CEO)Previously worked at Uber for 5 years in international expansion and General Management in Eastern Europe and Canada. Prior to this they worked at a market private equity fund in Toronto.
Griffin Keglevich
(Co-Founder)Previous Chief Engineer at Float, responsible for shipping and payments, previously worked in software engineering at KPMG and Shopify.
Ruslan Nikolaev
(Co-Founder)Previous experience at WATonomous and then Uber as a Perception Engineer and at Shopify as a Data Scientist.
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