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Float is Canada's intelligent financial operating system, combining modern financial services and software to help businesses spend, save, and grow. Trusted by more than 7,500 Canadian companies, Float provides high-limit corporate cards, automated expense management, next-day bill payments, high-yield accounts, and industry-leading support. The company recently raised $85 million in Series C funding and is backed by investors including Inovia Capital, Growth Equity at Goldman Sachs Alternatives, OMERS Ventures, and Silicon Valley Bank.
As Manager of Product Support, you will lead a team of Product Support Associates and Specialists, owning all aspects of the function: people, quality, operations, and customer impact. You report to the functional leader of Product Support and have full ownership of people management, including hiring, onboarding, performance management, compensation input, and career development.
Key responsibilities include:
**Lead and Develop a High-Performing Team:** Own hiring, onboarding, 1:1s, performance reviews, promotions, and performance improvement plans. Build a leadership bench by coaching senior team members to run quality, coaching, and daily operations with increasing independence. Set clear goals and expectations, keep team members connected to customer and company impact, and build a culture of direct, kind feedback and continuous learning. Own team health including workload, engagement, retention, and sustainable coverage.
**Own Strategy, Standards, and Results:** Define and execute the Product Support strategy, roadmap, and operating plan aligned with company goals. Own team targets for SLAs, quality, CSAT, first-contact resolution, and cost-to-serve, reporting to senior leadership. Set the quality bar through QA programs, calibration practices, and coaching frameworks. Plan headcount, capacity, and hiring against product launches, customer growth, and seasonal demand. Build business cases for investment in people, tooling, and process.
**Scale Through Process, Tooling, and AI:** Own the support operating model including queue management, routing, escalation paths, approval-gated workflows, and cross-channel bilingual coverage. Lead an AI-first approach to support by identifying, piloting, and rolling out automation and AI assistants that improve quality and efficiency. Serve as business owner for key support tools (Zendesk, phone/IVR, AI assistants, analytics platforms). Ensure playbooks, macros, and documentation are accurate and used. Define how the team measures itself through dashboards, reporting cadence, and review rhythms.
**Incident Management and Communications:** Own Product Support's role in incident response for customer-impacting issues. Partner with Product, Engineering, Risk & Compliance, and Customer Success on incident coordination. Lead post-incident reviews and drive follow-up actions that prevent repeat issues.
**Be the Voice of the Customer:** Turn case data, contact drivers, and frontline insight into recommendations for Product, Engineering, and GTM teams. Represent Product Support in roadmap planning and cross-functional initiatives. Work with Product, Engineering, and Help Centre content owner to prepare the team and customers for releases. Co-design customer journeys and handoffs with Customer Success Management and Customer Activation.
**Risk, Compliance, and Controls:** Own the control environment for approval-gated and sensitive support workflows. Partner with Risk & Compliance to embed security, privacy, and regulatory standards. Act as escalation point and approving authority for sensitive customer and account decisions.
**Stay Close to Customers:** Handle high-visibility escalations and executive-level customer conversations. Step into the queue during spikes, launches, and incidents to stay close to the work and product.
You will be based in downtown Toronto with a hybrid work model requiring 2-3 days per week in office. The role involves occasional evening or weekend support during spikes and incidents.
**Requirements:**
- 7+ years of experience in technical support, digital customer service, or IT help desk roles
- 2+ years managing people, ideally including managers or team leads
- SaaS or fintech experience highly preferred but not mandatory
- Demonstrated ability to hire well, coach effectively, and develop leaders
- Experience designing operating models and building durable improvements from one-off fixes
- Data-driven approach to setting targets, prioritizing work, and forecasting capacity
- AI-first mindset with opinions on where automation and AI help support and where they don't
- Experience shipping changes that proved AI/automation value
- Strong communication skills with clarity and empathy for customers, teammates, and executives
- Proven ability to build trust and influence cross-functionally with Product, Engineering, Risk & Compliance, RevOps, and Customer Success
- Calm demeanor during incidents with ability to bring structure and clear communication
- Owner mentality with accountability to outcomes, not just activity
- Flexibility and reliability to adjust schedule, jump into queue during spikes, and support evenings/weekends on occasion
- Willingness to be in downtown Toronto office 2-3 days per week
- Commitment to providing exceptional customer experiences
- Passion for helping Float build the best corporate card and spend management platform in Canada
- Adaptability to change and ability to pivot on the fly
- Ability to manage multiple priorities simultaneously
