Bilingual Product Support Associate

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.

Responsibilities

Deliver exceptional, courteous, on-brand product support, product education, and bespoke solutions to customers; Diagnose and resolve technical issues involving Float's software, integrations, user provisioning and authentication, and web and mobile platforms; Ensure KYB/KYC and other compliance and verification processes are followed; Perform technical investigations into unexpected behaviours and provide timely, accurate, empathetic resolutions; Become a subject-matter expert business-wide and respond in internal question channels (Slack); Share and maintain accuracy of technical product knowledge among colleagues and provide peer feedback; Classify and track customer issues and resolutions using tools like Zendesk, Linear, and Metabase; Produce, audit, maintain, and update knowledge base articles, FAQs, and process documentation; Use AI tools to build, organize, and refine knowledge content; Follow established support processes, including defect escalations and approval-gated actions; Proactively propose changes to product, processes, or service delivery that reduce support case volume; Occasionally represent Product Support in special projects and cross-departmental engagements

Requirements

Fluent or full professional proficiency in both English and French; At least 2 years' proven experience in a technical support, digital customer service, or IT help desk role, or equivalent experience in other customer-facing roles; Technological aptitude; Strong written and verbal communication skills; Ability to summarize and document customer issues succinctly and clearly; Flexibility to work evenings and weekends and to respond to inquiries quickly; Ability to manage multiple priorities at once; Comfort with a downtown Toronto office 3 days a week

Nice to have

SaaS or Fintech exposure; Experience troubleshooting financial systems such as Xero, QuickBooks, NetSuite, or Sage; AI-native or AI-curious mindset; Experience with AI-powered tools such as Claude, MCP tools, or workflow automation platforms; Ability to think at scale and build self-sufficiency for customers

Benefits

Competitive compensation; Equity options; Benefits; Hybrid work model with in-office days in Toronto; Catered team lunches every Tuesday, Wednesday, and Thursday; Dog-friendly office