Customer Support Specialist (AMER)

Float; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

Float is hiring a Customer Support Specialist for the AMER region in a fully remote role. You will handle onboarding, complex troubleshooting, and AI-assisted improvements while working asynchronously with a global team. Expect to cover a 4-5 hour Intercom block and contribute to self-serve enablement.

Reporting to Century Richards in Customer Experience, the role emphasizes turning friction into value through strong communication and proactive problem solving. Salary is $82,656 annually.

Qualifications

• B2B SaaS customer support experience with async handling.
• Strong written communication and warm, clear tone.
• Independent troubleshooting using product tools before escalation.
• Technical confidence with APIs and automation tools.
• Experience with AI tools and applying smarter workflows.
• Good judgment in ambiguous situations.
• Experience guiding customers through onboarding.
• Systems thinking to identify patterns and suggest improvements.

Responsibilities

• Own a 4-5 hour daily Intercom queue covering complex questions.
• Audit AI-handled conversations and improve Fin responses.
• Update help center content based on queue patterns.
• Lead proactive onboarding calls with new AMER customers.
• Flag churn signals and product gaps internally.
• Own SMB onboarding experience for AMER customers.

Skills

B2B SaaS support

Written communication

Troubleshooting

APIs familiarity

AI fluency

Decision making

Customer onboarding

Systems thinking

Tools

Intercom

Linear

Zapier

Loom

Job description

Customer Support Specialist (AMER)

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Remote (AMER)

Reporting To: Century Richards

Compensation: $82,656 / year

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:

• EMEA 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 EMEA 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 EMEA 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 ...
• 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 $82,656.00 (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 see first hand 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.