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FloQast is an AI-powered Accounting Transformation Platform built by former accountants for accountants. The company automates complex, recurring accounting workflows and is trusted by over 3,500 accounting teams including Lululemon, Doordash, and the MLB.
You will lead a specialized team of Technical Support Engineers dedicated to unblocking customers through troubleshooting, technical administration, and configuration work across the FloQast platform. This is a hands-on management role where you balance strategic leadership with direct involvement in customer support.
Key responsibilities include:
- Leading and managing a team of Technical Support Engineers, owning talent strategy including hiring, onboarding, training, 1:1 meetings, annual reviews, performance coaching, and career development
- Overseeing team work and collaborating asynchronously with US colleagues and leadership
- Building and optimizing support processes through routing improvements, AI, tooling, documentation, and data insights
- Maintaining strong proficiency in the FloQast platform, staying current with features, product updates, roadmap, and best practices
- Remaining hands-on with configuration requests and customer support work, focusing bandwidth where it best helps customers and the team
- Leveraging internal admin tools (Admin Portal) to execute database operations
- Tracking and reporting on key Support metrics and queue health, ensuring accurate prioritization and timely resolutions
- Cultivating a high-performance culture rooted in FloQast's Support Values: Empathetic Helpers, Technical Problem Solvers, Trusted Product Experts, Generous Collaborators, and Thoughtful Communicators
- Contributing to special projects and initiatives leveraging expertise and creative problem-solving
The role requires balancing long-term strategic initiatives with day-to-day operational leadership, and working effectively across multiple time zones with a globally distributed team.
REQUIREMENTS:
- 5+ years of functional experience in Technical Support, IT operations, or a related technical field, or equivalent experience
- 2+ years of people management experience, including hiring and onboarding
- Demonstrated success in managing individual contributors in technical roles
- Demonstrated ability to lead a team independently
- Strong written communication skills and experience working with colleagues globally across multiple time zones
- Strong technical aptitude with the ability to quickly master complex products and rapidly evolving platform features
- Proven ability to balance long-term strategic initiatives with day-to-day operational leadership
- Experience partnering with cross-functional stakeholders on both operational initiatives and proactive improvements
NICE TO HAVES:
- Relevant experience with FloQast platform or comparable B2B fintech products
- Degree in Business, IT, Computer Science, Accounting, Finance, or related field
- Professional experience or familiarity with Accounting, Internal Audit, External Audit, Compliance, Finance, or related fields
- Experience building or scaling a new team
- Expertise and/or certifications in Zendesk administration
- Familiarity with support automation strategies and AI support tools
- Familiarity with Jira, Grafana, Highspot, and AI tools such as Claude, ChatGPT, other LLMs, and specialized support AI tooling
- Experience supporting employees across distributed offices and/or remote locations, domestically and/or internationally
- Exposure to Sales/Customer Success methodologies or frameworks that enhance retention and expansion
