Remote AMER Customer Support Specialist (AI-Enhanced)

Float; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

Float is hiring a Customer Support Specialist for the AMER region in a fully remote role. You will handle onboarding, complex troubleshooting, and AI-assisted improvements while working asynchronously with a global team. Expect to cover a 4-5 hour Intercom block and contribute to self-serve enablement.

Reporting to Century Richards in Customer Experience, the role emphasizes turning friction into value through strong communication and proactive problem solving. Salary is $82,656 annually.

Qualifications

• B2B SaaS customer support experience with async handling.
• Strong written communication and warm, clear tone.
• Independent troubleshooting using product tools before escalation.
• Technical confidence with APIs and automation tools.
• Experience with AI tools and applying smarter workflows.
• Good judgment in ambiguous situations.
• Experience guiding customers through onboarding.
• Systems thinking to identify patterns and suggest improvements.

Responsibilities

• Own a 4-5 hour daily Intercom queue covering complex questions.
• Audit AI-handled conversations and improve Fin responses.
• Update help center content based on queue patterns.
• Lead proactive onboarding calls with new AMER customers.
• Flag churn signals and product gaps internally.
• Own SMB onboarding experience for AMER customers.

Skills

B2B SaaS support

Written communication

Troubleshooting

APIs familiarity

AI fluency

Decision making

Customer onboarding

Systems thinking

Tools

Intercom

Linear

Zapier

Loom

Job description

Float is hiring a Customer Support Specialist for the AMER region in a fully remote role. You will handle onboarding, complex troubleshooting, and AI-assisted improvements while working asynchronously with a global team. Expect to cover a 4-5 hour Intercom block and contribute to self-serve enablement.

Reporting to Century Richards in Customer Experience, the role emphasizes turning friction into value through strong communication and proactive problem solving. Salary is $82,656 annually.