Remote AMER B2B SaaS Support Specialist — Onboarding & AI

Float.com; New York (NY); Remote; USD 80,000 - 90,000; Full time

Job summary

Float.com is hiring for a fully remote Support Manager role focused on the Americas. You will own a 4-5 hour daily Intercom block handling complex, async customer questions with an emphasis on real product knowledge and judgment.

You will audit AI conversations, improve Fin responses, and contribute to self-serve help content. As you settle in, you’ll run proactive onboarding calls for new AMER customers, advocate for customers, and expand onboarding for SMB and self-serve segments.

Qualifications

• Experience handling complex async support conversations for a B2B SaaS product.
• Clear, warm written communication with customers, and careful proofreading.
• Ability to troubleshoot product issues independently using available tools.
• Familiarity with APIs and automation tools (e.g., Zapier).
• Comfort with AI-assisted workflows and remote, async collaboration.
• Ability to identify patterns, upsell onboarding, and raise product gaps.

Responsibilities

• Own a daily AMER queue block in Intercom handling complex questions.
• Audit and improve AI-handled conversations and Fin responses.
• Contribute to Help Center content based on queue patterns.
• Run proactive onboarding calls for AMER customers.
• Flag churn signals and internalize product gaps for cross-team action.
• Own onboarding experiences for SMB and self-serve AMER customers.

Skills

B2B SaaS

Async support

Strong writing

Troubleshooting

APIs

Zapier

AI fluency

Remote work

Tools

Intercom

Linear

Help Center

Zapier

Loom

Slack

Job description

Float.com is hiring for a fully remote Support Manager role focused on the Americas. You will own a 4-5 hour daily Intercom block handling complex, async customer questions with an emphasis on real product knowledge and judgment.

You will audit AI conversations, improve Fin responses, and contribute to self-serve help content. As you settle in, you’ll run proactive onboarding calls for new AMER customers, advocate for customers, and expand onboarding for SMB and self-serve segments.