83K–83K USD / year
Customer Support Specialist (EMEA)
Customer successRemote — EMEA, Europe, timezone covering 8am–6pm CET
Published on 2026-10-21
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About this role
Provide customer support to EMEA customers of Float, resolving complex questions that the AI support agent cannot handle. The role also contributes to improving AI responses and help content, and grows into proactive onboarding and adoption support for SMB and self-serve customers.
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
- Cover a daily 4–5 hour EMEA support queue in Intercom and troubleshoot complex customer questions
- Review AI-handled conversations and identify improvements to the AI agent
- Write and update help center content based on recurring customer needs
- Run onboarding calls and help customers complete setup and adopt Float
- Flag churn risks, recurring friction, and product gaps to internal teams
- Take increasing ownership of EMEA SMB and self-serve onboarding
What we're looking for
- Experience supporting customers in B2B SaaS, including complex asynchronous cases
- Strong, clear, warm written communication
- Independent, methodical troubleshooting and sound escalation judgment
- Technical confidence, including working familiarity with APIs and Zapier
- Regular use of AI tools, with examples of using them effectively
- Some experience guiding customers through product adoption
- Systems thinking and ability to identify recurring customer patterns
- Previous remote-work experience and comfort with asynchronous communication tools
Nice to have
- Experience with Intercom, Linear, help centers, Slack, or Loom