Product Support Associate

About Float Float is on a mission to simplify finance for Canadian businesses, empowering them to eliminate complexity and unlock new opportunities. Through our innovative platform, Float enables businesses to streamline financial operations and optimize cash flow, so they can focus on what matters most: growth. As one of Canada’s fastest growing companies and top-rated startups in 2024 and 2023, Float is customer‑obsessed, passionate and entrepreneurial, with a team that includes leaders from Uber, Shopify, Top Hat, TouchBistro, and Ada. 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 and differing opinions so we can continue to improve. We do our best to keep our decision‑making decentralized so that all team members feel ownership in our success. Float is Canada’s complete business finance platform, combining modern financial services and software to help businesses spend, save, and grow. Trusted by 5,000+ Canadian companies, Float provides high‑limit corporate cards, automated expense management, next‑day bill payments, high‑yield accounts and fast, friendly support—all built in Canada, for Canada. Float is backed by world‑class venture and fintech investors, including Growth Equity at Goldman Sachs Alternatives and OMERS Ventures, partners behind our 70‑million‑dollar Series B raise. About The Role We’re looking for an experienced Product Support Associate to help build the best customer experience team in Canada As part of our Product Support team, you will focus on delivering exceptional customer service, product education, and software troubleshooting when our customers need it most. Please note: Float Product Support operates from 6am‑6pm (MT) M‑F and 7am‑3pm on weekends. Following a M‑F 7am‑3pm onboarding period, this role will follow a fixed schedule of five consecutive 8‑hour shifts within operating hours. Product Support & Service Delivery Provide Exceptional Support: 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. Technical Troubleshooting: Diagnose and resolve technical issues involving Float’s software, integrations to other systems, user provisioning and authentication and web and mobile platforms. Compliance & Security: Ensure KYB/KYC and other compliance and verification processes are followed, maintaining security and integrity of the platform. Undocumented Issues: Perform technical investigations into unexpected behaviours, providing timely, accurate, and empathetic resolutions. Subject Matter Expertise Internal Resource: Become a subject‑matter expert business‑wide, providing guidance, insights, and solutions. Be a responder in internal question channels (Slack) and uphold high standards for information quality and accuracy. Collaborative Knowledge Sharing: Share and mutually‑reinforce accuracy, precision and relevance of technical product knowledge among colleagues. Provide peer feedback when standards are not met. Knowledge Management & Documentation Issue Tracking & Reporting: Classify and track customer issues and resolutions using tools like Zendesk, HubSpot, Linear, and Metabase. Content Production and Upkeep: Participate in a regular process to produce, audit, maintain, and update knowledge base articles, FAQs, and process documentation to ensure accuracy and relevance. Optimize With and For AI: Use AI tools to build, organize and refine knowledge content, while optimizing it for ingestion by AI support tools and AI Agents. Functional Optimization & Collaboration Process Execution: Follow established support processes, including defect escalations and approval‑gated actions, ensuring adherence to quality standards. Customer‑Centric Insights: Proactively identify and propose changes to the product, processes or service delivery which would reduce support case volume and remove points of friction for customers. Special Projects & Initiatives: Occasionally represent Product Support in special projects and reactive cross‑departmental engagements, ensuring alignment on customer needs and support priorities. About You Here’s what sets you up for success at Float: You Put Customers First, Always. You care deeply about delivering meaningful value. Whether you're building internal systems or customer‑facing features, you're always thinking about how to make life better for our users. You Act Like an Owner. You take responsibility for outcomes, step up to challenges, and seek solutions proactively—doing what’s best for the business, not just your role. You Think Big and Move Fast. You’re energized by building from 0 to 1. You’re not afraid to challenge the status quo, experiment quickly, and learn as you go. You Constantly Learn and Grow. You’re hungry to improve your craft and open to feedback. You bring a growth mindset to everything you do. You Raise the Bar. You care about doing things well and efficiently. You balance speed with rigor and always look for ways to improve how we work. You Win as a Team. You’re a generous collaborator who values communication, context, and shared wins. You lift others up and help make the team stronger. In addition to living our values... You’ve got the experience. You have at least 2 years’ proven experience in a technical support, digital customer service, or IT help desk role, or equivalent experience in other customer facing roles (whether it’s within retail, hospitality, education, etc) and the technological aptitude to go along with it. SaaS or Fintech exposure is highly preferred but not mandatory. Regardless of what your experience looks like, you are known as the best of the best – every interaction you have is empathetic, solutions‑focused and anticipates future customer needs. 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 think at scale. You don’t just think about solving individual problems, you think about solving them faster, smarter and preventing them altogether. You find ways to accelerate customer enablement and make them self‑sufficient. 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. This role follows a Saturday‑to‑Wednesday schedule following an initial Monday‑Friday onboarding period. 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. You are AI‑Native or AI‑Curious. You are proficient in or eager to learn AI‑powered tools such as ChatGPT, Ada, Zapier MCP, and other workflow automation platforms. You use or aspire to use these tools to optimize your work and customer experiences, and you are excited to grow your AI skillset further. Nice to Have: You are fluent or have full professional proficiency in both English and French. Float’s customers speak and work in both official languages and so do you This May Not Be The Role For You If You aren’t prepared to always provide exceptional customer experiences You aren’t passionate about helping Float build the best corporate card and spend management platform in Canada You aren’t ready to embrace an AI‑first approach You need a playbook of answers for every problem You love routine and having a predictable day‑to‑day schedule You aren’t adaptable to change or pivoting on the fly You prefer a slow pace and aren’t an “all in” person You aren’t able to manage multiple priorities at once Why You Should Join Work at one of Canada’s fastest‑growing fintech companies Make a real impact in a high‑autonomy, high‑growth role Collaborate with an ambitious and supportive team Competitive compensation, equity options, and benefits Hybrid work model – we are based in Toronto with in‑office days for connection and collaboration Enjoy catered team lunches every Tuesday, Wednesday and Thursday Bring your pup to our dog‑friendly office Thrive in a high‑trust, high‑performance culture where your work truly matters In Short At Float, you’ll thrive if you’re bold, curious, and eager to make a real impact. We're building something special—and having a lot of fun along the way. If you’re excited to build, grow, and win together, we’d love to meet you. We’re committed to building a workplace that’s welcoming and accessible for everyone. If you need any accommodations during the hiring process or once you join Float, just let us know You can reach out to Vic (victoria@floatcard.com), and we’ll work with you to make sure you have what you need to succeed. #J-18808-Ljbffr