Description
We are seeking an experienced French-speaking Product Support Associate to join our team at Float. As a Product Support Associate, you will focus on delivering exceptional customer service, product education, and software troubleshooting.
Responsibilities:
- Provide exceptional support to customers, delivering award-winning product support, product education, and bespoke solutions.
- Diagnose and resolve technical issues involving Float's software, integrations, user provisioning, and authentication.
- Ensure compliance and security by following KYB/KYC and other verification processes.
- Perform technical investigations into unexpected behaviors and provide timely, accurate, and empathetic resolutions.
- Become a subject-matter expert business-wide, providing guidance, insights, and solutions.
- Collaborate with colleagues to share and reinforce technical product knowledge.
- Classify and track customer issues and resolutions using tools like Zendesk, HubSpot, Linear, and Metabase.
- Participate in producing, auditing, maintaining, and updating knowledge base articles, FAQs, and process documentation.
- Optimize knowledge content using AI tools.
Requirements:
- Fluency in both English and French.
- At least 2 years of proven experience in a technical support, digital customer service, or IT help desk role.
- Technological aptitude and experience with SaaS or Fintech products.
- Excellent written and verbal communication skills.
- Ability to work in a fast-paced environment and adapt to change.
- Strong problem-solving skills and attention to detail.
What We Offer:
- Competitive compensation ($50K - $60K) and equity options.
- Hybrid work model with in-office days for connection and collaboration.
- Opportunities for growth and development in a high-autonomy, high-growth role.
- Collaborative and supportive team environment.
- Catered team lunches and dog-friendly office.