Customer Support Lead

3 weeks ago

Old Toronto, Canada Floatcard Full time

About Float

Float is one of Canada’s fastest growing companies and Top Startups, serving Canadian businesses with our innovative smart corporate card and spend management solution. Float’s team is customer-obsessed, passionate, vibrant, and entrepreneurial, and includes executives from Uber, Shopify, Ritual, and many other incredible tech companies

At Float, everyone is an owner, bringing their unique perspective to our team and product. Your voice is important, and we take having a culture based on feedback seriously. We openly share our thoughts, feedback, and differing opinions so we can continue to improve. We do our best to keep our decision making decentralized so that all team members contribute.

Our product

Float empowers companies and teams with smart financial products, helping them achieve their most ambitious goals. We’re making finance more accessible and saving companies and their teams time and money, while disrupting the multi-trillion dollar global B2B finance industry. Backed by some of the best venture capital investors in the world, including Tiger Global, Golden Ventures, and Susa Ventures, we’re looking for pioneers to help us achieve our vision.

About the Customer Support Lead role

We are seeking a seasoned Customer Support Lead. This role is pivotal in maintaining Float’s commitment to delivering world-class customer service and innovative solutions. This leader will play a key role in shaping Float’s Support strategy, informing product decisions, managing and scaling the team, and ensuring the delivery of exceptional service across these customer interactions. This is a career defining opportunity for a customer-centric builder to pave the way for how we streamline interacting with our customers. This is a truly valued function at Float, with growth opportunities as the company continues to grow.

As the Customer Support Lead at Float, you’ll be responsible for:

  • Operational Excellence: Oversee the resolution of customer issues with speed and efficiency, ensuring a seamless customer experience. Incorporate best-in-class operational practices, such as developing comprehensive knowledge bases, employing advanced CRM tools, and streamlining support workflows.
  • Customer Advocacy: Ensure customer insights guide product development and strategic decisions. Emulate leading companies by fostering strong interdepartmental collaboration to drive continuous improvement in the customer experience.
  • Innovation & Improvement: Lead initiatives to introduce innovative support solutions and enhancements. Stay abreast of industry trends and best practices, applying insights to continually elevate Float’s customer support capabilities.
  • Leadership & Development: Build, mentor, and lead a high-performing team to deliver exceptional customer support. Inspired by best practices from leading companies, foster an environment where continuous learning and feedback are embraced to drive performance and customer satisfaction.
  • Strategic Execution: Implement strategies that enhance customer support. Focus on improving the customer journey, optimizing support processes, and leveraging technology to meet evolving customer needs.
  • Cross-Functional Collaboration: Partner with Product, Engineering, and Revenue (Sales and Customer Ops) to align on customer feedback and drive product improvements. Champion a culture of transparency and cooperation to ensure cohesive customer strategies across departments.

You’ll be great in this role if:

  • You’ve got the experience. To be successful in this role, we’re looking for 4+ years of management experience in Customer or Product Support within SaaS, B2B, and/or fintech sector. A deep understanding of financial products and experience working directly with Product teams is preferred.
  • You love being a leader. You’ve led a team before, and you're excited to continue to provide guidance and mentorship. You set a high bar for yourself and others, and enjoy fostering a culture of excellence and tenacity. You have managerial courage, and don’t shy away from difficult conversations. You're comfortable with providing and receiving candid feedback.
  • You’re customer obsessed. You’ll advocate endlessly for our customers, and have a natural curiosity to understand their needs. You're all about building relationships, understanding customer needs, and advocating for them passionately. You care about the details that matter to them.
  • You’re analytical and data driven. You leverage tools and data to inform strategies, understanding customer needs, market trends, and growth opportunities. You are comfortable preparing your own reports and love analyzing data to find insights.
  • You’re results-driven. You set goals, and have a reputation for smashing them, and guiding your teams to do the same. You also have a one team mentality, working with key partners in the business to help Float as a company win vs just your direct team.
  • You are an excellent cross-functional communicator. You effortlessly connect with any team in an organization. You’re able to navigate natural tensions, bring multiple stakeholders together, and problem-solve between various groups. You are a skilled listener who understands and synthesizes diverse perspectives and opinions.
  • You’ve got an understanding of the market. You’ve worked with SaaS or accounting/finance related products. You’re commercially focused with an understanding of the market and the business we’re in.

This role won’t be a fit if:

  • You aren’t super passionate about helping Float build the best corporate card and spend management platform in Canada
  • You don’t have a successful track record as a customer operations leader
  • You only have B2C experience
  • You aren’t ready to be a player-coach
  • You haven’t built high-performing teams
  • You aren’t resilient
  • ​​You don’t love coaching and helping your team grow
  • You aren’t comfortable with radical candor
  • You have an ego

Don’t meet every single requirement? If you’re excited about this role, and you strongly align with our values but your past experience doesn’t align perfectly, we encourage you to apply anyway. You may be the right candidate for this, or other future positions.

...and Perks of working at Float:

  • Opportunity to work with and learn from a world-class team
  • Competitive compensation & total rewards
  • A personal Float card with a monthly stipend to spend on what matters most to you
  • Flexible work hours and time off‍ when you need to recharge
  • A dog-friendly office
  • Being able to say you helped build Canada's best corporate card and spend management platform
#J-18808-Ljbffr

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