EMEA Onboarding & Support Specialist — Remote

Float.com; New York (NY); A distancia; USD 70.000 - 95.000; Jornada completa

Descripción de la vacante

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.

Formación

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

Responsabilidades

• 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.

Conocimientos

B2B SaaS support

Async communication

Strong written communication

Independent troubleshooting

AI fluency

Remote work experience

Herramientas

Intercom

Linear

Zapier

Slack

Loom

Descripción del empleo

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.