Support Operations Associate

About Float

Float is one of Canada's fastest growing companies, serving Canadian businesses with our innovative smart corporate card and spend management solution. Float's team is customer-obsessed, passionate, vibrant, and entrepreneurial, and includes executives from Uber, Shopify, Ritual, and many other incredible tech companies!

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, feedback, and differing opinions so we can continue to improve. We do our best to keep our decision making decentralized so that all team members contribute.

Our product

Float empowers companies and teams with smart financial products, helping them achieve their most ambitious goals. We're making finance more accessible and saving companies and their teams time and money, while disrupting the multi-trillion dollar global B2B finance industry. Backed by some of the best venture capital investors in the world, including Tiger Global, Golden Ventures, and Susa Ventures, we're looking for pioneers to help us achieve our vision. Join us!

About the Support Operations Associate role

We're looking for an outstanding Support Operations Associate to help build the best support team in Canada! As part of our Support team, you will focus on delivering exceptional customer service, product education, and software troubleshooting when our customers need it most.

This isn't any ordinary support role, you will be:

• Handling complex issues, customer challenges and submitting valuable new feature requests
• Working directly with the best customers in Canada - our customers are senior financial executives and leaders from successful, well known small to medium sized companies across Canada!
• The voice of our customers working closely with other teams to improve the experience of existing and future customers
• Relied upon to develop processes and help features that surprise and delight our customers

As a Support Operations Associate at Float you will:

• Deliver award-winning product support, product education, and bespoke solutioning for our customers that is exceptional, courteous, and on-brand - we are not a bank, our interactions are human, empathetic, and memorable. We want customers to think, "wow, that was a world-class experience!"
• Manage and prioritize incoming customer inquiries
• Troubleshoot and resolve technical issues over chat, email, and phone
• Document and track customer issues and resolutions using reporting and analytic tools (Zendesk and Hubspot)
• Action and summarize insights from trends
• Propose solutions to customer issues and collaborate with sales, engineering and product to implement them
• Act as a spokesperson for customers before major releases anticipating specific user-impacting issues
• Collaborate on internal knowledge playbooks (in Notion) and external-facing help center (on Zendesk) and regularly update and audit databases based on business need
• Work on special projects cross-collaboratively to help work towards our company mission

Requirements

You'll be great in this role if:

• You're customer-obsessed. You have proven experience in a customer-facing role, SaaS, retail or hospitality, and 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 energized by helping each unique customer find solutions, especially when the answers aren't straightforward and you love troubleshooting technical issues (ideally with financial systems like Xero, Quickbooks, NetSuite, Sage to name a few)
• 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, + you are an incredible cross-functional communicator sharing time sensitive and important information with other teams internally
• You're flexible and reliable. This role will require you to work evenings and weekends in addition to day shifts and respond to inquiries at the drop of a hat, so being flexible with your availability and being a dependable teammate is an absolute must
• 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), you work with a sense of urgency, always

If you don't meet every requirement, but have relevant experience, a maddening desire to learn, and a lot of heart, please apply. We'd love to hear from you.

This role won't be a fit if:

• You aren't prepared to always provide exceptional customer experiences
• You aren't super passionate about helping Float build the best corporate card and spend management platform in Canada
• You need a playbook of answers for every problem
• You love routine and having a predictable day-to-day schedule
• You are uncomfortable with change or pivoting on the fly
• You prefer a slow pace and aren't an "all in" person
• You prefer working on tasks and projects one at a time versus juggling multiple tasks at once

If this role doesn't sound just right, please keep checking back for more roles being posted.

Benefits

• Competitive compensation
• Competitive coverage of medical, dental and vision insurance for employees
• Education & learning stipend for personal growth and development
• Flexible vacation time
• Work from home stipend to help you succeed in a remote environment
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Here are some other things that we think are pretty cool:

• Small team = lots of autonomy
• You'll get a personal Float card

Also - when else would you be able to say you've helped build Canada's best corporate card?