Customer Support Specialist (AMER) at Float (Remote)

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

Job summary

Float is hiring a Customer Support Specialist to cover the Americas in a fully remote role. The position centers on resolving complex tickets that the AI agent Fin cannot address, with a daily four-to-five hour Intercom block and an asynchronous-first work style.

Over time, the role expands to onboard new customers in the Americas, identify churn signals, and relay product gaps to relevant teams. Experience in B2B SaaS support and precise, customer-focused writing is preferred.

Responsibilities

• Own a daily block of Intercom conversations (4–5 hours) and answer complex questions that the AI couldn't resolve
• Review AI-handled conversations, identify gaps, and guide future AI responses
• Write and update help-centre articles based on patterns in the queue
• Run onboarding calls for new Americas customers as the role grows
• Flag churn signals and product gaps to customer experience and lifecycle teams
• Take increasing ownership of onboarding for small-business and self-serve customers

Job description

Customer Support Specialist (AMER) at Float (Remote)

$82,656 a year, no commute, very few meetings. That is the pay and working style Float is offering to a Customer Support Specialist covering customers in the Americas.

The catch is that this is not an entry-level inbox role. Float’s AI agent, Fin, now handles roughly a third of all tickets by the company's own account. What gets through to the human team is the hard stuff, so the job is aimed at people who like solving real product problems.

About Float

Float.com is resource management software for delivery teams. It was founded in 2011 and, according to the company, is used by more than 4,500 agencies, professional‑services firms and in‑house teams. Its job is to show operations leaders who is working on what, and whether delivery is on track. Float works alongside existing tools rather than replacing them. It also publishes its handbook, so applicants can read how the team works before they apply.

• Own a daily block of about four to five hours in Intercom, answering the complex questions that Fin couldn't resolve


• Review conversations the AI handled, spot gaps, and help shape how Fin answers in future


• Write and update help‑centre articles based on patterns you see in the queue

Once you're settled in, the role grows to include:

• Running onboarding calls for new customers in the Americas


• Flagging churn signals, recurring friction and product gaps to the wider customer experience and lifecycle marketing teams


• Taking increasing ownership of onboarding for small‑business and self‑serve customers

Who Can Apply

• Location: The listing wants someone based in the Americas, in Pacific or Mountain time. An aggregator copy of the advert restricts this to the USA and Mexico, so check with Float before applying from elsewhere.


• Experience in B2B SaaS customer support, handling complex asynchronous conversations independently


• Clear, warm writing, with proofreading and use of the customer's name


• Methodical troubleshooting using Intercom, Linear, the help centre and internal docs before escalating


• Technical confidence, including working familiarity with APIs and tools like Zapier


• Regular, practical use of AI tools, with real examples


• Good judgement on when to elevate, resolve or push internally for a customer


• Some experience guiding customers through onboarding, which Float says it will help you build on


• Previous remote experience and comfort with Slack, Loom and Linear


• Work authorization and sponsorship: The source doesn't mention visa sponsorship or work authorization.

Float also encourages people who meet most but not all of the criteria to apply.

Pay and Contract Details

• Pay: US $82,656 per year (Level 2). Float explains how it sets salaries in a blog post.


• Contract type: Permanent, full-time


• Schedule: Asynchronous-first, with a daily queue block of about four to five hours and very few meetings


• Location: Fully remote, Pacific or Mountain time


• Reports to: Century Richards, Float's Support Manager

The listing doesn't spell out specific benefits. It directs readers to the public Float Handbook for perks and ways of working, so check that document and ask during interviews.

A Quick Tip

\"AI fluency\" is a stated requirement. Prepare one or two concrete examples of how you used an AI tool to resolve tickets faster or write better documentation. Specific stories will stand out more than general statements.