Product Support Associate

About the Role

Float is a company that values feedback and encourages its team members to think creatively and take ownership of their work. As a Product Support Associate, you will be expected to be a subject-matter expert and provide guidance and insights to internal teams. You will also have the opportunity to work closely with cross-functional teams, including product development, sales, and marketing, to ensure that customer needs are met and that the product is continuously improved.

The Float Product Support team operates from 8am-8pm (ET) M-F and 9am-5pm on weekends, and you will be expected to work a fixed schedule of five consecutive 8-hour shifts within operating hours. Following a M-F 9-5 onboarding period, you will be fully immersed in the team and will be expected to deliver exceptional support to Float's customers.

What You Will Do

• Provide exceptional product support, product education, and bespoke solutions to Float's customers
• Diagnose and resolve technical issues involving Float's software, integrations, user provisioning, and authentication
• Ensure KYB/KYC and other compliance and verification processes are followed to maintain security and integrity of the platform
• Perform technical investigations into unexpected behaviors and provide timely, accurate, and empathetic resolutions
• Become a subject-matter expert and provide guidance, insights, and solutions to internal teams
• Collaborate with cross-functional teams to ensure that customer needs are met and that the product is continuously improved
• Participate in training and professional development to stay up-to-date on Float's products and services
• Develop and maintain a deep understanding of Float's products, services, and customer needs
• Identify areas for process improvements and implement changes to enhance the customer experience

What We Are Looking For

• 2+ years of experience in a customer-facing role, preferably in a product support or technical support environment
• Strong technical skills, including proficiency in HubSpot and Excel
• Excellent communication and interpersonal skills, with the ability to communicate complex technical information in a clear and concise manner
• Strong problem-solving and analytical skills, with the ability to diagnose and resolve technical issues
• Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities
• Strong attention to detail and ability to maintain accuracy and quality in a high-volume environment
• Ability to work collaboratively as part of a team and build strong relationships with internal stakeholders
• Strong understanding of compliance and regulatory requirements, including KYB/KYC and other verification processes

Nice to Have

• Experience working with financial software or platforms
• Knowledge of Canadian financial regulations and compliance requirements
• Experience with project management tools and software
• Certification in a related field, such as customer service or technical support

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a cutting-edge financial platform and make a real impact on Canadian businesses
• Collaborative and dynamic work environment with a team of passionate and entrepreneurial individuals
• Professional development and growth opportunities
• Flexible work arrangements, including remote work options
• Access to the latest technology and tools
• Recognition and reward for outstanding performance and contributions

• Make sure you have a strong understanding of Float's products and services, as well as the financial industry in Canada.
• Develop a portfolio that showcases your technical skills, including proficiency in HubSpot and Excel.
• Practice your problem-solving and analytical skills, as you will be expected to diagnose and resolve technical issues.
• Be prepared to discuss your experience working in a fast-paced environment and prioritizing multiple tasks and responsibilities.
• Research the company culture and values, and be prepared to discuss how you can contribute to Float's mission and vision.
• Don't be afraid to ask questions during the interview process, and be prepared to provide specific examples of your experience and skills.
• Be aware of the company's use of AI in the hiring process, and be prepared to discuss how you can work effectively with technology to deliver exceptional customer support.