Product Support Operations Manager

Float

Lead Float’s Product Support operations using AI-first systems, customer insight, and measurable service standards across Canadian businesses. Own the function’s people, quality, and customer impact.As Product Support Manager, you will lead Associates and Specialists while setting strategy, standards, and operating rhythms. You will manage SLAs, quality, CSAT, efficiency, first-contact resolution, and cost-to-serve. Your work will shape support tooling, automation, incident response, and the product roadmap.Key Responsibilities:
Define Product Support strategy, roadmap, and operating planOwn targets for SLAs, quality, CSAT, and efficiencyBuild dashboards, reporting cadence, and review rhythmsAdminister Zendesk, phone, IVR, AI assistants, and analytics platformsPlan capacity and hiring for launches and seasonal demandRequirements:
7+ years in technical support, digital customer service, or IT help desk2+ years managing people, ideally managers or team leadsExperience designing operating models and durable improvementsData-driven approach to targets, forecasting, and prioritizationAI-first perspective with shipped automation or AI support changesBring operational leadership, data-driven decision-making, and AI-first support expertise to Float’s growing Product Support function.
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Vacancy posted 2 hours ago

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