Remote EMEA Customer Support & Onboarding Specialist

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

Job summary

FLOAT is seeking a Customer Support Specialist (EMEA) to join our Customer Experience team. This fully remote role requires a Europe-based candidate or someone in a timezone that covers 8am–6pm CET, reporting to Century Richards.

You will manage a 4–5 hour daily Intercom block handling complex questions, review AI conversations, and contribute to help center content. You’ll also run onboarding calls and help SMB/self-serve onboarding for EMEA customers, all in an async-global setup.

Qualifications

• Experience in customer support for B2B SaaS products.
• Ability to troubleshoot complex issues and think critically.
• Excellent written communication in async environments.

Responsibilities

• Own a 4–5 hour daily Intercom block to handle complex customer questions.
• Audit AI-handled conversations and improve future responses.
• Write and update help center content based on queue patterns.
• Run onboarding calls for new EMEA customers to accelerate value from the product.
• Flag churn signals and product gaps to stakeholders.
• Develop onboarding ownership for SMB and self-serve customers in EMEA.

Skills

B2B SaaS

Technical troubleshooting

Intercom

Linear

Tools

Intercom

Linear

Zapier

Help Center

Job description

FLOAT is seeking a Customer Support Specialist (EMEA) to join our Customer Experience team. This fully remote role requires a Europe-based candidate or someone in a timezone that covers 8am–6pm CET, reporting to Century Richards.

You will manage a 4–5 hour daily Intercom block handling complex questions, review AI conversations, and contribute to help center content. You’ll also run onboarding calls and help SMB/self-serve onboarding for EMEA customers, all in an async-global setup.