83K–83K USD / year
Customer Support Specialist (AMER)
Customer successRemote — Americas, Pacific Timezone or Mountain Timezone
Published on 2026-10-21
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About this role
Provide complex customer support for AMER customers of Float, a B2B SaaS product, and help customers get value from the platform. The role also contributes to AI support improvements, help-center content, and customer onboarding.
About the company
Float is a resource management platform that helps businesses optimize their project planning and team collaboration. By providing tools for visualizing workloads and managing resources, Float enables organizations to streamline operations and improve efficiency.
What you'll do
- Manage a daily 4–5 hour AMER support queue in Intercom
- Review AI-handled conversations and identify improvements for Fin
- Write and update help-center content based on customer questions
- Run onboarding calls and guide customers through setup
- Flag churn signals, recurring friction, and product gaps internally
- Develop ownership of SMB and self-serve onboarding for AMER customers
What we're looking for
- Experience handling complex B2B SaaS support conversations independently
- Clear, warm written communication and strong proofreading
- Methodical, independent troubleshooting using support and internal tools
- Technical confidence, including working familiarity with APIs and Zapier
- Regular use of AI tools, with examples of using them to work more effectively
- Good judgment in ambiguous situations and knowing when to resolve or escalate
- Some customer onboarding or product-adoption experience
- Systems thinking and ability to identify recurring customer patterns