Remote B2B SaaS Support & Onboarding Specialist

Float; United States; Remote; USD 74,000 - 91,000; Full time

Job summary

Float.com is the world’s #1 resource management software for delivery teams. Float operates as a fully remote company with a diverse, async-first culture. We’re hiring a Support Manager to cover AMER and APAC, focusing on onboarding, AI review, and proactive customer enablement.

This role emphasizes async communication and remote experience, with competitive pay. The position involves owning complex Intercom conversations, contributing to self-serve content, and collaborating across CS and

Qualifications

• Experience in B2B SaaS customer support and async channels.
• Clear written communication style and warmth with customers.
• Able to troubleshoot product issues independently.
• Comfort with APIs and tools like Zapier.
• Familiarity with AI tools and applying them to support.

Responsibilities

• Own a 4-5 hour daily AMER queue in Intercom for complex questions.
• Audit AI-handled conversations to improve Fin responses.
• Write and update help center content based on patterns.
• Run onboarding calls with AMER customers to drive value.
• Flag churn signals and gaps; connect queue data to products.
• Develop SMB/self-serve onboarding for AMER customers.

Skills

Async communication

Remote work experience

Customer empathy

Troubleshooting approach

Tools

Intercom

Linear

Loom

Zapier

Job description

Float.com is the world’s #1 resource management software for delivery teams. Float operates as a fully remote company with a diverse, async-first culture. We’re hiring a Support Manager to cover AMER and APAC, focusing on onboarding, AI review, and proactive customer enablement.

This role emphasizes async communication and remote experience, with competitive pay. The position involves owning complex Intercom conversations, contributing to self-serve content, and collaborating across CS and