Customer Support Specialist (EMEA)

Float.com; New York (NY); Remote; USD 70,000 - 95,000; Full time

Job summary

Float.com is a fully remote, globally distributed customer experience team. The role centers on onboarding and early adoption, expanding beyond troubleshooting to ensure customers realize value quickly, especially in EMEA markets.

You will own a daily 4–5 hour Intercom block, audit AI conversations, contribute help center updates, and progressively specialize in SMB/self-serve onboarding for EMEA customers, with a strong emphasis on async work.

Qualifications

• Experience handling complex async support conversations.
• Ability to guide customers through onboarding and adoption.
• Clear and warm written communication in English.

Responsibilities

• Own a daily support block for EMEA in Intercom.
• Audit AI-handled conversations and improve responses.
• Write and update help center content.
• Run onboarding calls for new EMEA customers.
• Flag churn signals and product gaps.

Skills

B2B SaaS support

Async communication

Strong written communication

Independent troubleshooting

AI fluency

Remote work experience

Tools

Intercom

Linear

Zapier

Slack

Loom

Job description

Our support team covers a global customer base, and is small but mighty. Right now, EMEA accounts for over 60% of our support volume, handled by a two-person team with no built-in redundancy. We’re hiring to change that, and to add a capability we’ve been missing: someone who goes beyond troubleshooting to actively support customers through onboarding and early adoption.

The longer-term trajectory for this role is toward onboarding specialization on top of support work, working with EMEA self-serve and SMB customers to help them get real value from Float quickly. We’re looking for someone who wants to know our customers deeply, not just our product.

Please note: We’re hiring someone based in Europe, or within a timezone that allows you to cover a daily block ranging between 8am–6pm CET.

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

• 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

• 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 elevate, 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 $82,656.00 (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 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.

Department

Customer Experience

Compensation

$82,656 / year