Manager of Product Support

Float; Canada; Remote; CAD 120,000 - 150,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

Education stipend

Flexible vacation

Remote work stipend

Job summary

Float is seeking a Manager of Product Support in Canada to lead a team of Support Associates and Specialists. You will own people, quality, operations, and customer impact, driving strategy, standards, and cross-functional collaboration.

The role includes shaping the roadmap for support tooling and AI-assisted processes while ensuring scalable operations and excellent customer experience. As a manager, you will hire, coach, and develop leaders, manage performance, and ensure coverage during

Qualifications

• 7+ years leading product support or IT help desk teams.
• Experience in SaaS or fintech support is preferred.
• Proven ability to manage SLAs, QA programs, and coaching frameworks.

Responsibilities

• Lead and develop a high-performing Product Support team.
• Own people management: hiring, onboarding, reviews, and development.
• Set strategy and standards for product support and support tooling.
• Oversee SLA attainment, quality, CSAT, and efficiency metrics.
• Drive AI-first initiatives to improve quality and efficiency.
• Coordinate incident response and post-incident reviews.
• Partner with Product, Engineering, Risk & Compliance, and Customer Success.
• Build dashboards and reporting cadences for leadership.

Skills

People management

SLA & CSAT

Incident management

Cross-functional partnering

AI in support

Customer empathy

Team coaching

Tools

Zendesk

Analytics platforms

Job description

• Product Support is the front door to Float for thousands of Canadian businesses, and it is one of the strongest sources of product insight we have. We’re looking for a Manager to own that function: its people, its quality, its operations and its impact on customers
• As part of our Product team, you will lead a team of Product Support Associates and Specialists, set the strategy and standards for how Float supports its customers, and make sure support scales with the business. You will be accountable for team results (SLAs, quality, CSAT and efficiency) and you will have real influence on the roadmap, our tooling and our AI-first approach to support
• This role reports to the functional leader of the Product Support team. You will have full ownership of people management for your team, including hiring, performance management, compensation input, and career development. You will stay close enough to customers and the queue to lead credibly, particularly during escalations and incidents
• Lead and develop a high-performing team
• Own people management for the Product Support team: hiring, onboarding, 1:1s, performance reviews, promotions, and performance improvement plans where needed
• Build and develop a leadership bench by coaching senior team members to run quality, coaching, and daily operations with increasing independence
• Set clear goals and expectations, and keep every team member connected to their impact on customers and company outcomes
• Build a culture of direct, kind feedback, ownership, and continuous learning
• Own team health: workload, engagement, retention, and sustainable coverage
• Own the strategy, standards, and results of Product Support
• Define and execute the Product Support strategy, roadmap, and operating plan in line with company goals
• Own team targets for SLAs, quality, CSAT, first-contact resolution, and cost-to-serve, and report on them to senior leadership
• Set the quality bar: own the QA program, calibration practices, and coaching frameworks used across the team
• Plan headcount, capacity, and hiring against product launches, customer growth, and seasonal demand
• Build business cases for investment in people, tooling, and process
• Scale through process, tooling, and AI
• Own the support operating model: queue management, routing, escalation paths, approval-gated workflows, and cross-channel and bilingual coverage
• Lead our AI-first approach to support. Identify, pilot, and roll out automation and AI assistants that improve quality and efficiency without compromising the customer experience
• Serve as the business owner for key support tools (such as Zendesk, phone/IVR, AI assistants, and analytics platforms) and administer them
• Make sure playbooks, macros, and internal documentation are accurate, current, and used
• Define how the team measures itself. Build the dashboards, reporting cadence, and review rhythms that drive decisions
• Incident management and communications
• Own Product Support’s role in incident response for customer-impacting issues, and make sure a clear, practised process exists
• Partner with Product, Engineering, Risk & Compliance, and Customer Success on incident coordination, and ensure customer and internal communications are timely, accurate, and empathetic
• Lead post-incident reviews and drive the follow-up actions that prevent repeat issues
• Be the voice of the customer
• Turn case data, contact drivers, and frontline insight into clear recommendations for Product, Engineering, and GTM teams
• Represent Product Support in roadmap planning and cross-functional initiatives, and make sure changes are supportable and land smoothly
• Work with Product, Engineering, and the Help Centre content owner to keep the team and customers ready for releases
• Co-design customer journeys and handoffs with Customer Success Management and Customer Activation
• Risk, compliance, and controls
• Own the control environment for approval-gated and sensitive support workflows, including who can approve what and how it is documented
• Partner with Risk & Compliance to keep security, privacy, and regulatory standards embedded in how the team works
• Act as an escalation point and approving authority for sensitive customer and account decisions
• Stay close to customers
• Handle high-visibility escalations and executive-level customer conversations
• Step into the queue during spikes, launches, and incidents to stay close to the work and the product

Benefits

• 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

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