[ref. c22097016] Toronto - Bilingual Product Support Associate

About Float

As one of Canada’s fastest growing companies and top-rated startups in 2024 and 2023, Float is customer-obsessed, passionate, and entrepreneurial, with a team that includes leaders from Uber, Shopify, Top Hat, Ritual, Ada, and more.

We do our best to keep our decision-making decentralized so that all team members feel ownership in our success.

Our product

Backed by world-class investors like Tiger Global, Golden Ventures, and Susa Ventures, we’re disrupting the global B2B finance space—and we’re looking for bold innovators to help shape the future of business finance.

About the Product Support Associate role

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

Requirements

You'll be great in this role if:

• 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!
• You’ve got the experience. You have at least 1-2 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. SaaS or Fintech exposure is 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 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 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 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. The schedule is 5 consecutive days, 8 working hours, between 8am and 8pm.
• 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.

If you don’t meet every requirement but have relevant experience, a strong 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 be in our downtown Toronto office 2-3 days a week
• You aren’t prepared to always provide exceptional customer experiences
• You aren’t passionate about helping Float build the best corporate card and finance platform in Canada
• You need a playbook of answers for every problem
• You love routine and having a predictable day-to-day schedule
• You aren’t adaptable to change or pivoting on the fly
• You prefer a slow pace and aren’t an “all in” person
• You aren’t able to manage multiple priorities at once

• Competitive compensation & total rewards
• Small team = lots of autonomy to make an impact
• Opportunity to work with and learn from a world-class team
• A personal Float card with a monthly stipend to spend on what matters most to you
• A dog-friendly office
• Being able to say you helped build Canada's best corporate card and spend management platform