Manager, Product Support

Product Support is the front door to Float for thousands of Canadian businesses, and it is one of the strongest sources of product insight we have. We're looking for a Manager to own that function: its people, its quality, its operations and its impact on customers. As part of our Product team, you will lead a team of Product Support Associates and Specialists, set the strategy and standards for how Float supports its customers, and make sure support scales with the business.

Responsibilities

Own people management for the Product Support team, including hiring, onboarding, 1:1s, performance reviews, promotions, and performance improvement plans; Build and develop a leadership bench; Set clear goals and expectations; Build a culture of direct, kind feedback, ownership, and continuous learning; Own team health, including workload, engagement, retention, and sustainable coverage; Define and execute the Product Support strategy, roadmap, and operating plan; Own team targets for SLAs, quality, CSAT, first-contact resolution, and cost-to-serve; Own the QA program, calibration practices, and coaching frameworks; Plan headcount, capacity, and hiring; Build business cases for investment in people, tooling, and process; Own the support operating model, including queue management, routing, escalation paths, approval-gated workflows, and cross-channel and bilingual coverage; Lead the AI-first approach to support; Serve as business owner for key support tools; Ensure playbooks, macros, and internal documentation are accurate and current; Define how the team measures itself, including dashboards and reporting cadence; Own Product Support's role in incident response and post-incident reviews; Partner with Product, Engineering, Risk & Compliance, and Customer Success on incident coordination and communications; Turn case data and frontline insight into recommendations for Product, Engineering, and GTM teams; Represent Product Support in roadmap planning; Own the control environment for approval-gated and sensitive support workflows; Partner with Risk & Compliance on security, privacy, and regulatory standards; Act as escalation point and approving authority for sensitive customer and account decisions; Handle high-visibility escalations and executive-level customer conversations; Step into the queue during spikes, launches, and incidents

Requirements

7+ years of experience in technical support, digital customer service, or IT help desk roles; 2+ years managing people, ideally including managers or team leads; Experience leading support teams; Ability to hire, coach, give hard feedback, and run performance processes; Ability to design operating models and build frameworks; Data-driven approach to setting targets, forecasting capacity, and reporting to senior leaders; AI-first mindset with the ability to judge where automation and AI help support and where they don't; Clear communication and empathy; Strong cross-functional partnership skills; Calm and structured in incidents; Willingness to adjust schedule, jump into the queue during spikes, and support evenings or weekends on occasion; Willingness to work in the downtown Toronto office 2-3 days a week

Nice to have

SaaS or fintech experience; Experience with support tools such as Zendesk, phone/IVR, AI assistants, and analytics platforms; Experience shipping AI or automation changes that proved their value

Benefits

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