Manager Of 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 customersAs 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. You will be accountable for team results (SLAs, quality, CSAT and efficiency) and you will have real influence on the roadmap, our tooling and our AI-first approach to supportThis role reports to the functional leader of the Product Support team. You will have full ownership of people management for your team, including hiring, performance management, compensation input, and career development. You will stay close enough to customers and the queue to lead credibly, particularly during escalations and incidentsLead and develop a high-performing teamOwn people management for the Product Support team: hiring, onboarding, 1:1s, performance reviews, promotions, and performance improvement plans where neededBuild and develop a leadership bench by coaching senior team members to run quality, coaching, and daily operations with increasing independenceSet clear goals and expectations, and keep every team member connected to their impact on customers and company outcomesBuild a culture of direct, kind feedback, ownership, and continuous learningOwn team health: workload, engagement, retention, and sustainable coverageOwn the strategy, standards, and results of Product SupportDefine and execute the Product Support strategy, roadmap, and operating plan in line with company goalsOwn team targets for SLAs, quality, CSAT, first-contact resolution, and cost-to-serve, and report on them to senior leadershipSet the quality bar: own the QA program, calibration practices, and coaching frameworks used across the teamPlan headcount, capacity, and hiring against product launches, customer growth, and seasonal demandBuild business cases for investment in people, tooling, and processScale through process, tooling, and AIOwn the support operating model: queue management, routing, escalation paths, approval-gated workflows, and cross-channel and bilingual coverageLead our AI-first approach to support. Identify, pilot, and roll out automation and AI assistants that improve quality and efficiency without compromising the customer experienceServe as the business owner for key support tools (such as Zendesk, phone/IVR, AI assistants, and analytics platforms) and administer themMake sure playbooks, macros, and internal documentation are accurate, current, and usedDefine how the team measures itself. Build the dashboards, reporting cadence, and review rhythms that drive decisionsIncident management and communicationsOwn Product Support’s role in incident response for customer-impacting issues, and make sure a clear, practised process existsPartner with Product, Engineering, Risk & Compliance, and Customer Success on incident coordination, and ensure customer and internal communications are timely, accurate, and empatheticLead post-incident reviews and drive the follow-up actions that prevent repeat issuesBe the voice of the customerTurn case data, contact drivers, and frontline insight into clear recommendations for Product, Engineering, and GTM teamsRepresent Product Support in roadmap planning and cross-functional initiatives, and make sure changes are supportable and land smoothlyWork with Product, Engineering, and the Help Centre content owner to keep the team and customers ready for releasesCo-design customer journeys and handoffs with Customer Success Management and Customer ActivationRisk, compliance, and controlsOwn the control environment for approval-gated and sensitive support workflows, including who can approve what and how it is documentedPartner with Risk & Compliance to keep security, privacy, and regulatory standards embedded in how the team worksAct as an escalation point and approving authority for sensitive customer and account decisionsStay close to customersHandle high-visibility escalations and executive-level customer conversationsStep into the queue during spikes, launches, and incidents to stay close to the work and the productBenefits
Competitive coverage of medical, dental and vision insurance for employeesEducation & learning stipend for personal growth and developmentFlexible vacation timeWork from home stipend to help you succeed in a remote environmentYou’ve led support teams. You have 7+ years of experience in technical support, digital customer service, or IT help desk roles, including 2+ years managing people, ideally including managers or team leads. SaaS or fintech experience is highly preferred but not mandatoryYou communicate with clarity and empathy. You translate complex problems for customers, teammates, and executives, and you know when to escalateYou’re flexible and reliable. Support needs can shift quickly. You’re willing to adjust your schedule, jump into the queue during spikes, and support evenings or weekends on occasionYou’re calm in an incident. You bring structure, clear communication, and ownership when things breakYou think in systems. You design operating models, not just queues. You see patterns, build frameworks, and turn one-off fixes into durable improvementsYou’re an owner. You don’t wait to be told what’s broken. You hold yourself accountable to outcomes, not just activityYou’re data-driven. You use metrics to set targets, prioritize work, forecast capacity, and tell a clear story to senior leaders and cross-functional partnersYou develop leaders. You hire well, coach well, and move people along when it’s time. You have given hard feedback, run performance processes, and built teams that outlast any single personYou’re a strong cross-functional partner. You build trust with Product, Engineering, Risk & Compliance, RevOps, and Customer Success, and you influence without relying on authorityYou’re AI-first. You have an opinion on where automation and AI help support and where they don’t, and you have shipped changes that proved it
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