Manager of Product Support

Join Float, a leading fintech company, as the Manager of Product Support. In this role, you will lead a team of Product Support Associates and Specialists, set the strategy and standards for customer support, and ensure that support scales with the business. You will be accountable for team results, including SLAs, quality, CSAT, and efficiency, and will have a significant influence on the product roadmap and support tools. This position requires strong leadership skills, a data-driven mindset, and experience in technical support or digital customer service.

• Lead and develop a high-performing team of Product Support Associates and Specialists, setting clear goals and expectations.
• Own the strategy, standards, and results of Product Support, defining and executing the Product Support strategy, roadmap, and operating plan.
• Serve as the business owner for key support tools, ensuring playbooks, macros, and internal documentation are accurate, current, and used.

• You've led support teams. You have 7+ years of experience in technical support, digital customer service, or IT help desk roles, including 2+ years managing people, ideally including managers or team leads. SaaS or fintech experience is highly preferred but not mandatory
• You communicate with clarity and empathy. You translate complex problems for customers, teammates, and executives, and you know when to escalate
• You're flexible and reliable. Support needs can shift quickly. You're willing to adjust your schedule, jump into the queue during spikes, and support evenings or weekends on occasion
• You're calm in an incident. You bring structure, clear communication, and ownership when things break
• You think in systems. You design operating models, not just queues. You see patterns, build frameworks, and turn one-off fixes into durable improvements
• You're an owner. You don't wait to be told what's broken. You hold yourself accountable to outcomes, not just activity
• You're data-driven. You use metrics to set targets, prioritize work, forecast capacity, and tell a clear story to senior leaders and cross-functional partners
• You develop leaders. You hire well, coach well, and move people along when it's time. You have given hard feedback, run performance processes, and built teams that outlast any single person
• You're a strong cross-functional partner. You build trust with Product, Engineering, Risk & Compliance, RevOps, and Customer Success, and you influence without relying on authority
• You're AI-first. You have an opinion on where automation and AI help support and where they don't, and you have shipped changes that proved it