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Float
Float
51 – 200 Employees
B2BFintechSaaS
Float is a Canadian fintech company building an all-in-one spend management platform for modern businesses. Its products bring corporate cards, bill payments, reimbursements, business accounts, foreign exchange, accounting automation, reporting, and security tools into one platform. Float helps finance teams automate day-to-day expenses, improve cash-flow visibility, and move through month-end close more efficiently, with integrations for accounting workflows and banking infrastructure provided through regulated partners.
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Bilingual Product Support Associate - Toronto Hybrid

Provide bilingual technical support and product guidance for Float’s finance-management platform in a hybrid Toronto role. Troubleshoot customer issues, maintain knowledge resources, and help improve support operations.

CACanada
$50,000 – $60,000 / year
HybridFull-timeJuniorMiddleNo degree requiredEnglish RequiredFrench RequiredBilingual

Description

  • Provide product support, education, and tailored solutions for customers
  • Troubleshoot Float software, integrations, user provisioning, authentication, and web and mobile platforms
  • Complete KYB/KYC, compliance, and verification procedures
  • Investigate unexpected product behaviour and deliver accurate, timely resolutions
  • Serve as a company-wide subject-matter expert and answer internal questions in Slack
  • Strengthen team product knowledge and provide constructive peer feedback
  • Categorize and document customer issues and resolutions in Zendesk, HubSpot, Linear, and Metabase
  • Create, review, maintain, and revise knowledge-base articles, FAQs, and process documentation
  • Use AI tools to develop, organize, improve, and optimize content for AI support tools and agents
  • Apply support procedures, defect escalation protocols, and approval requirements
  • Recommend product, process, and service improvements that reduce support demand and customer friction
  • Represent Product Support in special projects and cross-functional initiatives

Requirements

  • Full professional fluency in English and French
  • At least two years of experience in technical support, digital customer service, IT help desk, or another customer-facing role requiring technical aptitude
  • SaaS or fintech experience is preferred but not required
  • Experience troubleshooting technical issues, ideally involving financial systems such as Xero, QuickBooks, NetSuite, or Sage
  • Strong written and verbal communication skills
  • Fast, accurate typing and the ability to summarize and document customer issues clearly
  • Availability to work evening, weekend, and daytime shifts
  • Consistent and dependable availability
  • Sound judgment and the ability to respond with urgency
  • Experience with, or willingness to learn, AI tools such as ChatGPT, Ada, Zapier MCP, and other workflow-automation platforms
  • Legal authorization to work in Canada
  • Current residence in Canada
  • Availability for a permanent schedule that includes shifts between 8 a.m. and 8 p.m. ET and weekends
  • Ability to work three days per week from the downtown Toronto office

Benefits

  • Equity participation
  • Hybrid work arrangement
  • Fixed schedule of five consecutive eight-hour shifts within operating hours
  • Monday-to-Friday, 9 a.m. to 5 p.m. onboarding schedule

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