Remote B2B SaaS Support Specialist - AI-Driven Onboarding

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

Job summary

Float is hiring a Customer Support Specialist to cover the Americas in a fully remote role. The position centers on resolving complex tickets that the AI agent Fin cannot address, with a daily four-to-five hour Intercom block and an asynchronous-first work style.

Over time, the role expands to onboard new customers in the Americas, identify churn signals, and relay product gaps to relevant teams. Experience in B2B SaaS support and precise, customer-focused writing is preferred.

Responsibilities

• Own a daily block of Intercom conversations (4–5 hours) and answer complex questions that the AI couldn't resolve
• Review AI-handled conversations, identify gaps, and guide future AI responses
• Write and update help-centre articles based on patterns in the queue
• Run onboarding calls for new Americas customers as the role grows
• Flag churn signals and product gaps to customer experience and lifecycle teams
• Take increasing ownership of onboarding for small-business and self-serve customers

Job description

Float is hiring a Customer Support Specialist to cover the Americas in a fully remote role. The position centers on resolving complex tickets that the AI agent Fin cannot address, with a daily four-to-five hour Intercom block and an asynchronous-first work style.

Over time, the role expands to onboard new customers in the Americas, identify churn signals, and relay product gaps to relevant teams. Experience in B2B SaaS support and precise, customer-focused writing is preferred.