Bilingual Product Support Associate

This posting reflects a current, actively recruited opening at Float. All applications are being reviewed on a rolling basis.

About Float

Float is on a mission to simplify finance for Canadian businesses, empowering them to eliminate complexity and unlock new opportunities. Through our innovative platform, Float enables businesses to streamline financial operations and optimize cash flow, so they can focus on what matters most: growth.

As one of Canada’s fastest growing companies and top-rated startups in 2025, 2024 and 2023, Float is customer-obsessed, passionate and entrepreneurial, with a team that includes leaders from Uber, Shopify, Top Hat, TouchBistro, and Ada.

At Float, everyone is an owner, bringing their unique perspective to our team and product. Your voice is important, and we take having a culture based on feedback seriously. We openly share our thoughts and differing opinions so we can continue to improve. We do our best to keep our decision-making decentralized so that all team members feel ownership in our success.

Our Product

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, all built in Canada, for Canada. Float recently announced our $85 million Series C, and is backed by world-class investors, including Inovia Capital, Growth Equity at Goldman Sachs Alternatives, OMERS Ventures, and Silicon Valley Bank.

Our team is a collection of ambitious, collaborative and mission-driven people from all walks of life but with one goal: helping Canadian companies not just survive but thrive. And we’re looking for bold innovators to help shape the future of business finance in Canada.

AI Use in Our Hiring Process

We use technology, including artificial intelligence (AI), to support parts of our hiring process. This may include AI-assisted scheduling and candidate communications, and AI-generated interview notes, guides or summaries to help our team focus on the conversation. All hiring decisions are made by our hiring team.

About the Role

We’re looking for an experienced French speaking Product Support Associate to help build the best customer experience team in Canada! As part of our Product Support team, you will focus on delivering exceptional customer service, product education, and software troubleshooting when our customers need it most.

Please note: Float Product Support operates from 8am-8pm (ET) M-F and 9am-5pm on weekends. Following a M-F 9-5 onboarding period, this role will follow a fixed schedule of five consecutive 8 hour shifts within operating hours.

This isn’t any ordinary support role. Here's what you’ll be responsible for:

Product Support & Service Delivery

• Provide Exceptional Support: Deliver award-winning product support, product education, and bespoke solutions for our customers that are exceptional, courteous, and on-brand. We are not a bank. Our interactions are human, empathetic, and memorable.

• Technical Troubleshooting: Diagnose and resolve technical issues involving Float’s software, integrations to other systems, user provisioning and authentication and web and mobile platforms.

• Compliance & Security: Ensure KYB/KYC and other compliance and verification processes are followed, maintaining security and integrity of the platform.

• Undocumented Issues: Perform technical investigations into unexpected behaviours, providing timely, accurate, and empathetic resolutions.

Subject Matter Expertise

• Internal Resource: Become a subject-matter expert business-wide, providing guidance, insights, and solutions. Be a responder in internal question channels (Slack) and uphold high standards for information quality and accuracy.

• Collaborative Knowledge Sharing: Share and mutually-reinforce accuracy, precision and relevance of technical product knowledge among colleagues. Provide peer feedback when standards are not met.

Knowledge Management & Documentation

• Issue Tracking & Reporting: Classify and track customer issues and resolutions using tools like Zendesk, HubSpot, Linear, and Metabase.

• Content Production and Upkeep: Participate in a regular process to produce, audit, maintain, and update knowledge base articles, FAQs, and process documentation to ensure accuracy and relevance.

• Optimize With and For AI: Use AI tools to build, organize and refine knowledge content, while optimizing it for ingestion by AI support tools and AI Agents.

Functional Optimization & Collaboration

• Process Execution: Follow established support processes, including defect escalations and approval-gated actions, ensuring adherence to quality standards.

• Customer-Centric Insights: Proactively identify and propose changes to the product, processes or service delivery which would reduce support case volume and remove points of friction for customers.

• Special Projects & Initiatives: Occasionally represent Product Support in special projects and reactive cross-departmental engagements, ensuring alignment on customer needs and support priorities.

About You

Here’s what sets you up for success at Float:

• You Put Customers First, Always. You care deeply about delivering meaningful value. Whether you're building internal systems or customer-facing features, you're always thinking about how to make life better for our users.

• You Act Like an Owner. You take responsibility for outcomes, step up to challenges, and seek solutions proactively—doing what’s best for the business, not just your role.

• You Think Big and Move Fast. You’re energized by building from 0 to 1. You’re not afraid to challenge the status quo, experiment quickly, and learn as you go.

• You Constantly Learn and Grow. You’re hungry to improve your craft and open to feedback. You bring a growth mindset to everything you do.

• You Raise the Bar. You care about doing things well and efficiently. You balance speed with rigor and always look for ways to improve how we work.

• You Win as a Team. You’re a generous collaborator who values communication, context,