Bilingual Product Support Associate

Float, a fast-growing fintech company, as a Product Support Associate. In this role, you will deliver exceptional customer service, provide product education, and troubleshoot software issues.

About Float

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

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

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 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

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

Responsibilities

• You will also ensure compliance and security, track and report customer issues, and participate in content production and upkeep.
• Fournir un soutien exceptionnel aux clients en offrant des solutions personnalisées et en résolvant les problèmes techniques liés aux logiciels.
• Devenir un expert en la matière au sein de l'entreprise, en fournissant des conseils, des informations et des solutions aux collègues.
• Participer à la production, à l'audit, à la maintenance et à la mise à jour des articles de la base de connaissances, des FAQ et de la documentation des processus.
• 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

Requirements

• This position requires at least 2 years of experience in a technical support or customer service role, strong communication skills, and a passion for solving complex problems.
• The role follows a Saturday to Wednesday schedule after an initial Monday to Friday onboarding period.
• 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 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 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’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
• 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 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 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 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 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!