Customer Support Specialist (Billing and Security)
Remote
Customer Support
Full time
Float is the world’s leading software for teams to plan their time. Launched in 2012, we’ve grown every year since, and remain proudly independent, self-funded and profitable. As a certified B Corporation, we’re committed to making a positive contribution to our team, customers, the environment, and the remote community. We’re a team of 50 working 100% remotely who believe in living our Best Work Life. You’ll partner with team members globally, including Australia, Mexico, Italy, Nigeria, Canada, and the USA. Hear what our team has to say by browsing our blog, or reading our Glassdoor reviews. Check out what our customers think of Float from our G2 reviews.
We’re on a scale up journey, and we’re seeking people who thrive in this stage, given the autonomy, and the opportunity, to do the best work of their career.
Our customer support team plays a crucial role in ensuring our customers have a seamless experience across all touch points. The quality in which we deliver support is a competitive advantage and accelerates our opportunity to be a leading product in Resource Management.
As we grow our customer-base and specialize across our team, we’re looking to hire someone keen to support customers not only with our product but also across billing and account security. Both of these areas are sensitive and can be complex, which is where your expertise and ability to empathize with customers will be crucial to navigating nuanced situations. Your conversations with customers will build trust and rapport, making customers feel valued and understood.
While we leverage AI answers to help customers get faster answers to their questions about Float, our Support team focuses on more complex queries where 1:1 human support is most valuable, and our empathy, understanding, and troubleshooting skills have the most impact for our customers. Customers always have the option to chat directly with our team, and when they do, you’ll be the first point of contact.
We provide support via chat and email to ensure quick resolution times, and we love using Loom videos to personalize support for customers. You’ll be based between Central and Pacific time to support customers during regular business hours in your time zone.
Our Customer Support Manager, Century Richards, explains the important role you will play within our Support team. Watch this video!
You’ll be working asynchronously with a bright, dedicated team from across the globe, with a strong focus on taking complex problems and creating solutions that feel simple and intuitive for our customers.
Our support team works hands-on with our customers to answer questions, troubleshoot bugs, and curate an exceptional customer experience. During your working hours, you’ll be the first point of contact for inbound customer queries. You’ll communicate efficiently and effectively with customers to solve problems. You’ll understand their needs and challenges and how we can best solve them.
You’ll also spend time out of the queue working on initiatives and projects to enhance the customer support experience.
In the first few months your main priorities will be:
Product support
Billing support
Account security support
As you become more comfortable in the role you’ll:
We want you to love your work and believe that these skills will allow you to succeed in the role.
Applying these skills requires:
As a fully remote team, we’re looking for someone comfortable with asynchronous communication as the default, which means you have previous remote experience and are comfortable using tools like Slack, Loom, and Linear to communicate as needed. Don’t worry—you will have significant deep work time since we have very few meetings.
Pay for this role is US $84,224.00 (Level 2.5). Here’s a blog post with more information on how we determine our salaries.
We’re a global async remote company with a diverse team of people from all over the world who share a common belief in living our best work life. We believe deeply in the idea of transparency and share our Float Handbook publicly so potential new team members can see first hand our perks & benefits as well as our ways of working. If you feel like you can thrive at Float to do your best work, we would love to hear from you.
You’ll find a lot of useful information about our interview process and what it’s like to join our global team on the Float careers page. The hiring process for this role looks like this:
Note: Industry research shows that women and those in traditionally underrepresented groups generally don’t apply to jobs unless they check all the boxes for the role. If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.