Customer Support Specialist (AMER)

Float • New York, NY

7d • Remote

About The Position

Our support team covers a global customer base and is small but mighty. Over the past year, we’ve significantly reduced human support volume through AI and smarter infrastructure. What remains is higher-complexity, higher-touch work that requires real product knowledge and judgment. Right now, we have a gap in supporting our customers AMER and APAC. We’re hiring to close that gap and to do it with someone who can go beyond the queue: helping customers through onboarding, identifying where they’re getting stuck, and contributing to the self-serve and enablement work that compounds over time. You’ll be working asynchronously with a bright, dedicated team from across the globe, with a strong focus on taking complex problems and creating solutions that feel simple and intuitive for our customers.

Requirements

• Customer support experience in B2B SaaS: You’ve handled complex, async support conversations independently. You think about whether the customer is actually set up to succeed, not just whether the conversation is closed.
• Strong written communication: You write clearly and warmly, calibrate your tone for different customers, and proofread before sending. You use the customer’s name.
• Independent troubleshooting: You work through product issues methodically, pulling from your tools (Intercom, Linear, help center, internal docs) before escalating or replying.
• Technical confidence: You’re comfortable handling technical queries and have working familiarity with APIs and tools like Zapier.
• AI fluency: You use AI tools regularly and can point to real examples of how you’ve worked smarter because of it.
• Good judgment in ambiguous situations: You know when to escalate, when to resolve, and when to push internally on a customer’s behalf.
• Customer onboarding foundations: You have some experience guiding customers through product adoption and are eager to develop this further.
• Systems thinking: You notice patterns across conversations and act on them without being asked, whether that’s a help center update or flagging a recurring product gap to the team.
• Previous remote experience and are comfortable using tools like Slack, Loom, and Linear to communicate as needed.

Responsibilities

• Own a 4-5 hour daily block in Intercom handling complex customer questions that Fin (our AI support agent) couldn’t resolve.
• Audit AI-handled conversations to spot gaps and contribute to how Fin responds going forward.
• Write and update help center content based on patterns you’re seeing in the queue.
• Run onboarding calls with new EMEA customers, helping them move through their setup so they’re positioned to get real value from Float quickly.
• Flag churn signals, recurring friction, and product gaps internally. You’ll connect what you’re seeing in the queue to the bigger picture across CS and lifecycle marketing.
• Take increasing ownership of the SMB and self-serve onboarding experience for EMEA customers.

Benefits

• Pay for this role is US $82,656.00 (Level 2).
• Global async remote company with a diverse team.
• Transparency and a publicly shared Float Handbook detailing perks & benefits and ways of working.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed