[Hiring] Customer Support Specialist @Float

Role Description

Our support team covers a global customer base, and is small but mighty. Over the past year, we’ve significantly reduced human support volume through AI and smarter infrastructure (Fin now resolves roughly a third of all tickets!). What remains is higher-complexity, higher-touch work that requires real product knowledge and judgment.

Right now, we have a gap in supporting our customers AMER and APAC. We’re hiring to close that gap and to do it with someone who can go beyond the queue: helping customers through onboarding, identifying where they’re getting stuck, and contributing to the self-serve and enablement work that compounds over time.

Please note: We’re hiring someone based in the Americas, within the Pacific Timezone (PT) or Mountain Timezone (MT).

You’ll be working asynchronously with a bright, dedicated team from across the globe, with a strong focus on taking complex problems and creating solutions that feel simple and intuitive for our customers.

What you'll be responsible for

• EMEA queue coverage:
  • Own a 4-5 hour daily block in Intercom handling complex customer questions that Fin (our AI support agent) couldn’t resolve. These conversations require genuine troubleshooting and judgment, and you’re expected to bring both.
• Fin review and improvement:
  • Audit AI-handled conversations to spot gaps and contribute to how Fin responds going forward.
• Help center contributions:
  • Write and update help center content based on patterns you’re seeing in the queue.
• Proactive onboarding support:
  • Run onboarding calls with new EMEA customers, helping them move through their setup so they’re positioned to get real value from Float quickly.
• Customer advocacy:
  • Flag churn signals, recurring friction, and product gaps internally. You’ll connect what you’re seeing in the queue to the bigger picture across CS and lifecycle marketing.
• Onboarding specialization:
  • Take increasing ownership of the SMB and self-serve onboarding experience for EMEA customers.

Qualifications

• Customer support experience in B2B SaaS: You’ve handled complex, async support conversations independently.
• Strong written communication: You write clearly and warmly, calibrate your tone for different customers, and proofread before sending.
• Independent troubleshooting: You work through product issues methodically, pulling from your tools before escalating or replying.
• Technical confidence: You’re comfortable handling technical queries and have working familiarity with APIs and tools like Zapier.
• AI fluency: You use AI tools regularly and can point to real examples of how you’ve worked smarter because of it.
• Good judgment in ambiguous situations: You know when to escalate, when to resolve, and when to push internally on a customer’s behalf.
• Customer onboarding foundations: You have some experience guiding customers through product adoption and are eager to develop this further.
• Systems thinking: You notice patterns across conversations and act on them without being asked.

Requirements

• Comfortable with asynchronous communication as the default.
• Previous remote experience and are comfortable using tools like Slack, Loom, and Linear.
• Ability to work autonomously with minimal meetings.

Benefits

• Pay for this role is US $82,656.00 (Level 2).
• We’re a global async remote company with a diverse team.
• Transparency in sharing our Float Handbook publicly.
• Access to perks & benefits as well as our ways of working.