{"id":3173130,"url":"https://alion.io/job/float-manager-product-support","title":"Manager, Product Support","company":{"id":175973,"name":"Float","domain":"floatfinancial.com","url":"https://alion.io/company/float-2","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":100000,"max":125000,"currency":"CAD","period":"year","gross":null,"usd_annual":89350},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Ada","optional":false},{"name":"Incident Management","optional":false}],"status":"live","first_seen_at":"2026-10-23T18:59:47Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-29T13:24:05Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"About Float\nFloat is on a mission to simplify finance for Canadian businesses, empowering them to eliminate complexity and unlock new opportunities. Through our innovative platform, Float enables businesses to streamline financial operations and optimize cash flow, so they can focus on what matters most: growth.\nAs one of Canada’s fastest growing companies and top-rated startups in 2025, 2024 and 2023, Float is customer-obsessed, passionate and entrepreneurial, with a team that includes leaders from Uber, Shopify, Top Hat, TouchBistro, and Ada.\nAt Float, everyone is an owner, bringing their unique perspective to our team and product. Your voice is important, and we take having a culture based on feedback seriously. We openly share our thoughts and differing opinions so we can continue to improve. We do our best to keep our decision-making decentralized so that all team members feel ownership in our success.\nOur Product\nFloat is Canada’s intelligent financial operating system, combining modern financial services and software to help businesses spend, save, and grow. Trusted by more than 7,500 Canadian companies, Float provides high-limit corporate cards, automated expense management, next-day bill payments, high-yield accounts, and industry-leading support, all built in Canada, for Canada. Float recently announcedour $85 million Series C, and is backed by world-class investors, including Inovia Capital, Growth Equity at Goldman Sachs Alternatives, OMERS Ventures, and Silicon Valley Bank.\nOur team is a collection of ambitious, collaborative and mission-driven people from all walks of life but with one goal: helping Canadian companies not just survive but thrive. And we’re looking for bold innovators to help shape the future of business finance in Canada.\nAI Use in Our Hiring Process\nWe use technology, including artificial intelligence (AI), to support parts of our hiring process. This may include AI-assisted scheduling and candidate communications, and AI-generated interview notes, guides or summaries to help our team focus on the conversation. All hiring decisions are made by our hiring team.\nAbout the Manager, Product Support role\nProduct 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.\nAs 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 support.\nThis 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 incidents.\nWhat You'll Do\nLead and develop a high-performing team\nOwn people management for the Product Support team: hiring, onboarding, 1:1s, performance reviews, promotions, and performance improvement plans where needed.\n\nBuild and develop a leadership bench by coaching senior team members to run quality, coaching, and daily operations with increasing independence.\n\nSet clear goals and expectations, and keep every team member connected to their impact on customers and company outcomes.\n\nBuild a culture of direct, kind feedback, ownership, and continuous learning.\n\nOwn team health: workload, engagement, retention, and sustainable coverage.\n\nOwn the strategy, standards, and results of Product Support\nDefine and execute the Product Support strategy, roadmap, and operating plan in line with company goals.\n\nOwn team targets for SLAs, quality, CSAT, first-contact resolution, and cost-to-serve, and report on them to senior leadership.\n\nSet the quality bar: own the QA program, calibration practices, and coaching frameworks used across the team.\n\nPlan headcount, capacity, and hiring against product launches, customer growth, and seasonal demand.\n\nBuild business cases for investment in people, tooling, and process.\n\nScale through process, tooling, and AI\nOwn the support operating model: queue management, routing, escalation paths, approval-gated workflows, and cross-channel and bilingual coverage.\n\nLead our AI-first approach to support. Identify, pilot, and roll out automation and AI assistants that improve quality and efficiency without compromising the customer experience.\n\nServe as the business owner for key support tools (such as Zendesk, phone/IVR, AI assistants, and analytics platforms) and administer them.\n\nMake sure playbooks, macros, and internal documentation are accurate, current, and used.\n\nDefine how the team measures itself. Build the dashboards, reporting cadence, and review rhythms that drive decisions.\n\nIncident management and communications\nOwn Product Support's role in incident response for customer-impacting issues, and make sure a clear, practised process exists.\n\nPartner with Product, Engineering, Risk & Compliance, and Customer Success on incident coordination, and ensure customer and internal communications are timely, accurate, and empathetic.\n\nLead post-incident reviews and drive the follow-up actions that prevent repeat issues.\n\nBe the voice of the customer\nTurn case data, contact drivers, and frontline insight into clear recommendations for Product, Engineering, and GTM teams.\n\nRepresent Product Support in roadmap planning and cross-functional initiatives, and make sure changes are supportable and land smoothly.\n\nWork with Product, Engineering, and the Help Centre content owner to keep the team and customers ready for releases.\n\nCo-design customer journeys and handoffs with Customer Success Management and Customer Activation.\n\nRisk, compliance, and controls\nOwn the control environment for approval-gated and sensitive support workflows, including who can approve what and how it is documented.\n\nPartner with Risk & Compliance to keep security, privacy, and regulatory standards embedded in how the team works.\n\nAct as an escalation point and approving authority for sensitive customer and account decisions.\n\nStay close to customers\nHandle high-visibility escalations and executive-level customer conversations.\n\nStep into the queue during spikes, launches, and incidents to stay close to the work and the product.\n\nYou'll be great in this role if:\nYou'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 mandatory.\n\nYou 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 person.\n\nYou think in systems. You design operating models, not just queues. You see patterns, build frameworks, and turn one-off fixes into durable improvements.\n\nYou're data-driven. You use metrics to set targets, prioritize work, forecast capacity, and tell a clear story to senior leaders and cross-functional partners.\n\nYou'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.\n\nYou communicate with clarity and empathy. You translate complex problems for customers, teammates, and executives, and you know when to escalate.\n\nYou're a strong cross-functional partner. You build trust with Product, Engineering, Risk & Compliance, RevOps, and Customer Success, and you influence without relying on authority.\n\nYou're calm in an incident. You bring structure, clear communication, and ownership when things break.\n\nYou're an owner. You don't wait to be told what's broken. You hold yourself accountable to outcomes, not just activity.\n\nYou'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 occasion.\n\nThis may not be the role for you if:\nYou aren't prepared to be in our downtown Toronto office 2-3 days a week.\n\nYou aren't prepared to always provide exceptional customer experiences.\n\nYou aren't passionate about helping Float build the best corporate card and spend management platform in Canada.\n\nYou aren't ready to embrace an AI-first approach.\n\nYou need a playbook of answers for every problem.\n\nYou love routine and a predictable day-to-day schedule.\n\nYou aren't adaptable to change or pivoting on the fly.\n\nYou prefer a slow pace and aren't an \"all in\" person.\n\nYou aren't able to manage multiple priorities at once.\n\nWhy You Should Join\nWork at one of Canada's fastest-growing fintech companies.\n\nMake a real impact in a high-autonomy, high-growth role.\n\nCollaborate with an ambitious and supportive team.\n\nCompetitive compensation, equity options, and benefits.\n\nHybrid work model - we are based in Toronto with in-office days for connection and collaboration.\n\nEnjoy catered team lunches every Tuesday, Wednesday and Thursday.\n\nBring your pup to our dog-friendly office.\n\nThrive in a high-trust, high-performance culture where your work truly matters.\n\nIn Short\nAt Float, you'll thrive if you're bold, curious, and eager to make a real impact. We're building something special-and having a lot of fun along the way. If you're excited to build, grow, and win together, we'd love to meet you.\nWe're committed to building a workplace that's welcoming and accessible for everyone. If you need any accommodations during the hiring process or once you join Float, just let us know! You can reach out to Vic ( ), and we'll work with you to make sure you have what you need to succeed.","description_format":"text","description_chars":10063,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Equity","Hybrid work"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Cards & Card Issuing","Procurement & Spend Management"],"lifecycle":[{"event":"open","at":"2026-10-23T19:07:44Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":5,"expected_fill_days":60,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-29T05:49:05Z"},"pay":{"stated_usd_annual":89350,"is_top_pay":false},"html_url":"https://alion.io/job/float-manager-product-support","json_url":"https://alion.io/job/float-manager-product-support.json","meta":{"generated_at":"2026-10-29T17:03:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25513,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":175973},"rest":"https://alion.io/mcp/rest/get_company?id=175973"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffloat-manager-product-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffloat-manager-product-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffloat-manager-product-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/float-manager-product-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffloat-manager-product-support"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3173130}},{"tool":"search_jobs","arguments":{"company":"floatfinancial.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3173130},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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