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.

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.
• 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.
• Collaborative Knowledge Sharing: Share and mutually-reinforce accuracy, precision and relevance of technical product knowledge among colleagues.

Knowledge Management & Documentation

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

Requirements

• You are fluent or have full professional proficiency in both English and French.
• You’ve got the experience. You have 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.
• You love solving complex problems. You are resourceful and energized by helping each unique customer find solutions.
• You think at scale. You don’t just think about solving individual problems, you think about solving them faster, smarter and preventing them altogether.
• You’re a clear and empathetic communicator. This role requires strong written and verbal communication skills.
• You’re flexible and reliable. This role may require you to work evenings and weekends in addition to day shifts and respond to inquiries at the drop of a hat.

Why You Should Join

• Be part of an award winning company: we're one of Canada’s Top Growing Companies 2026 according to Report on Business, and Deloitte’s Technology Fast50 2026.
• Make a real impact in a high-autonomy, high-growth role.
• Collaborate with an ambitious and supportive team.
• Competitive compensation, equity options, and benefits.
• Hybrid work model – we are based in Toronto with in-office days for connection and collaboration.
• Enjoy catered team lunches every Tuesday, Wednesday and Thursday.
• Bring your pup to our dog-friendly office.
• Thrive in a high-trust, high-performance culture where your work truly matters.