EMEA Customer Success & Onboarding Specialist

Float; New York (NY); Remote; USD 74,000 - 91,000; Full time

Job summary

Float is hiring a Customer Support Specialist (EMEA) to support a global customer base from a remote Europe‑friendly time zone. You will handle complex inquiries, audit AI conversations, and contribute to self‑serve onboarding and onboarding improvements.

You’ll engage in proactive onboarding for new customers, flag churn signals, and help evolve onboarding for SMB and self‑serve segments across the EMEA region.

Qualifications

• Experience in B2B SaaS support, handling async conversations independently.
• Strong written communication, warm tone, and careful proofreading.
• Independent troubleshooting with product tools before escalating.
• Comfort with APIs and tools like Zapier; capable of handling Tier 2 escalations.
• Experience using AI tools to improve support processes.
• Good judgment in ambiguous situations and ability to escalate appropriately.
• Experience guiding customers through product adoption and onboarding.
• Ability to recognize patterns across conversations and suggest improvements.

Responsibilities

• Own a daily support block handling complex customer questions in Intercom.
• Review AI-handled conversations and improve Fin responses.
• Write and update help center content based on queue patterns.
• Run onboarding calls with new EMEA customers to drive value from Float.
• Flag churn signals and product gaps to the team.
• Take increasing ownership of onboarding for SMB and self-serve customers.

Skills

B2B SaaS support

Strong written comms

Independent troubleshooting

Technical confidence

AI fluency

Good judgment

Onboarding foundations

Systems thinking

Tools

Intercom

Linear

Zapier

Help Center

Job description

Float is hiring a Customer Support Specialist (EMEA) to support a global customer base from a remote Europe‑friendly time zone. You will handle complex inquiries, audit AI conversations, and contribute to self‑serve onboarding and onboarding improvements.

You’ll engage in proactive onboarding for new customers, flag churn signals, and help evolve onboarding for SMB and self‑serve segments across the EMEA region.