Customer Support Specialist

Float; United States; Remote; USD 74,000 - 91,000; Full time

Job summary

Float.com is the world’s #1 resource management software for delivery teams. Float operates as a fully remote company with a diverse, async-first culture. We’re hiring a Support Manager to cover AMER and APAC, focusing on onboarding, AI review, and proactive customer enablement.

This role emphasizes async communication and remote experience, with competitive pay. The position involves owning complex Intercom conversations, contributing to self-serve content, and collaborating across CS and

Qualifications

• Experience in B2B SaaS customer support and async channels.
• Clear written communication style and warmth with customers.
• Able to troubleshoot product issues independently.
• Comfort with APIs and tools like Zapier.
• Familiarity with AI tools and applying them to support.

Responsibilities

• Own a 4-5 hour daily AMER queue in Intercom for complex questions.
• Audit AI-handled conversations to improve Fin responses.
• Write and update help center content based on patterns.
• Run onboarding calls with AMER customers to drive value.
• Flag churn signals and gaps; connect queue data to products.
• Develop SMB/self-serve onboarding for AMER customers.

Skills

Async communication

Remote work experience

Customer empathy

Troubleshooting approach

Tools

Intercom

Linear

Loom

Zapier

Job description

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 (Fin now resolves roughly a third of all tickets!). 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.

Please note: We’re hiring someone based in the Americas, within the Pacific Timezone (PT) or Mountain Timezone (MT).

Our Support Manager, Century, explains the important role you will play within our CX team.

Watch this video!

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.

What you’ll be responsible for

Early on, you’ll jump right into:

• AMER queue coverage: Own a 4-5 hour daily block in Intercom handling complex customer questions that Fin (our AI support agent) couldn’t resolve. These conversations require genuine troubleshooting and judgment, and you’re expected to bring both.
• Fin review and improvement: Audit AI-handled conversations to spot gaps and contribute to how Fin responds going forward.
• Help center contributions: Write and update help center content based on patterns you’re seeing in the queue.

Once you are a bit more settled, we expect that you will jump into the following projects:

• Proactive onboarding support: Run onboarding calls with new AMER customers, helping them move through their setup so they’re positioned to get real value from Float quickly.
• Customer advocacy: 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.
• Onboarding specialization: Take increasing ownership of the SMB and self-serve onboarding experience for AMER customers.

What you’ll need to be successful

We want you to love your work and believe that these skills will allow you to succeed in the role. Applying these skills requires:

• 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. In an async-first role, the quality of your writing is a direct reflection of how much you care about the person on the other end.
• Independent troubleshooting: You work through product issues methodically, pulling from your tools (Intercom, Linear, help center, internal docs) before escalating or replying. You don’t need hand-holding to get to a good answer.
• Technical confidence: You’re comfortable handling technical queries and have working familiarity with APIs and tools like Zapier. Tier 2 escalations are the exception, not the default.
• AI fluency: You use AI tools regularly and can point to real examples of how you’ve worked smarter because of it. You bring that same instinct to this role.
• Good judgment in ambiguous situations: You know when to resolve, when to resolve, and when to push internally on a customer’s behalf. You don’t wait to be asked.
• Customer onboarding foundations: You have some experience guiding customers through product adoption and are eager to develop this further. This is a capability we’ll invest in building with you.
• 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.

As a fully remote team, we’re looking for someone comfortable with asynchronous communication as the default, which means you have previous remote experience and are comfortable using tools like Slack, Loom, and Linear to communicate as needed. If you do your best work with autonomy and minimal meetings, you’ll feel right at home since we have very few meetings.

Note: Industry research shows that women and those in traditionally underrepresented groups are less likely to apply to jobs unless they check all the boxes for the role. If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes, that’s okay! We encourage you to apply anyway and highlight what you can bring to the table.

Why join us

Pay for this role is US $82,656 (Level 2). Here’s a blog post with more information on how we determine our salaries.

We’re a global async remote company with a diverse team of people from all over the world who share a common belief in living our best work life. We believe deeply in the idea of transparency and share our Float Handbook publicly, so potential new team members can get familiar with our perks & benefits as well as our ways of working. If you feel like you can thrive at Float to do your best work, we would love to hear from you.

About Float

Float.com is the world’s #1 resource management software for delivery teams. Founded in 2011 and trusted by 4500+ of the best creative agencies, professional services, and in-house teams globally, it gives Operations and Delivery leaders the full picture of who’s working on what, whether delivery’s on track, and how to take on what’s next.

Where CRMs, spreadsheets, PM tools, time trackers, and side conversations each hold a piece of the story, there’s often no source of truth for the questions that determine delivery: who’s the best person for the task, and will they be available when we need them? Can we deliver what we sold, on time and on margin? Is delivery drifting, and is there still time to act?

Float is where these answers live: the missing layer in an existing stack. It doesn’t replace the tools teams already use, but works alongside them to make sure every delivery decision gets made with full visibility.

Rated #1 in resource management on G2, Float is how organizations like M&C Saatchi, Ogilvy, Atlassian, Google, and Metalab plan accurately, resource with confidence, and stay on top of delivery.