Customer Support Specialist (Billing and Security)

Description

Who We Are

Float is the world’s leading software for teams to plan their time. Launched in 2012, we’ve grown every year since, and remain proudly independent, self-funded and profitable. As a certified B Corporation, we’re committed to making a positive contribution to our team, customers, the environment, and the remote community. We’re a team of 50 working 100% remotely who believe in living our Best Work Life. You’ll partner with team members globally, including Australia, Mexico, Italy, Nigeria, Canada, and the USA. Hear what our team has to say by browsing our blog, or reading our Glassdoor reviews. Check out what our customers think of Float from our G2 reviews.

We’re on a scale up journey, and we’re seeking people who thrive in this stage, given the autonomy, and the opportunity, to do the best work of their career.

Why We’re Hiring For This Role

Our customer support team plays a crucial role in ensuring our customers have a seamless experience across all touch points. The quality in which we deliver support is a competitive advantage and accelerates our opportunity to be a leading product in Resource Management.

As we grow our customer-base and specialize across our team, we’re looking to hire someone keen to support customers not only with our product but also across billing and account security. Both of these areas are sensitive and can be complex, which is where your expertise and ability to empathize with customers will be crucial to navigating nuanced situations. Your conversations with customers will build trust and rapport, making customers feel valued and understood.

While we leverage AI answers to help customers get faster answers to their questions about Float, our Support team focuses on more complex queries where 1:1 human support is most valuable, and our empathy, understanding, and troubleshooting skills have the most impact for our customers. Customers always have the option to chat directly with our team, and when they do, you’ll be the first point of contact.

We provide support via chat and email to ensure quick resolution times, and we love using Loom videos to personalize support for customers. You’ll be based between Central and Pacific time to support customers during regular business hours in your time zone.

Our Customer Support Manager, Century Richards, explains the important role you will play within our Support team. Watch this video!

You’ll be working asynchronously with a bright, dedicated team from across the globe, with a strong focus on taking complex problems and creating solutions that feel simple and intuitive for our customers.

What You’ll Be Responsible For

Our support team works hands-on with our customers to answer questions, troubleshoot bugs, and curate an exceptional customer experience. During your working hours, you’ll be the first point of contact for inbound customer queries. You’ll communicate efficiently and effectively with customers to solve problems. You’ll understand their needs and challenges and how we can best solve them.

You’ll also spend time out of the queue working on initiatives and projects to enhance the customer support experience.

In the first few months your main priorities will be:

Product support

• Becoming an expert in our product
• Responding to customers in Intercom to help address questions, feature requests, or bugs. You’ll own conversations from first contact through to resolution.
• Contributing to enhancing our existing support materials (internal support manual, help center articles, macros) to improve the quality and efficiency of our support
• Sharing feature requests from customers and advocating for customers when communicating with the broader organization
• Troubleshooting common customer issues and identifying escalations for Tier 2

Billing support

• Efficiently manage and respond to incoming billing support requests by identifying and addressing customer issues
• Proactively follow up on renewal-related inquiries, including management of purchase orders and completion of vendor forms
• Liaising with our Operations team to carry out daily billing tasks related to account changes, refunds, and issuing invoices

Account security support

• Handle security-related inquiries and complete security questionnaires with accuracy and confidentiality
• Develop and implement innovative solutions for managing security-related questions to improve the efficiency and effectiveness of the support security process
• Collaborate with the security team to enhance customer-facing and internal security documentation and processes

As you become more comfortable in the role you’ll:

• Identify opportunities to improve our internal and customer-facing processes related to support
• Collaborate with cross-functional teams like Sales, Customer Success, Marketing, and Product to prepare for new releases
• Create new content to improve the self-service support options
• Create proposals for new projects and areas of focus for future support initiatives
• Identify new efficiencies and opportunities to exceed customer expectations

What You’ll Need To Be Successful

We want you to love your work and believe that these skills will allow you to succeed in the role.

Applying these skills requires:

• Proven experience in customer-facing roles, preferably in a SaaS environment
• Working knowledge of billing and security concepts and best practices in a SaaS context
• Passionate about educating and empowering customers with knowledge, rather than just fixing things for them
• Experience working autonomously, building out processes, and embracing the challenge of problem-solving for customers
• Clear, empathetic, and efficient communication skills
• Experience with help-desk tools like Intercom (our current tool),Zendesk, or Help Scout, along with automation and efficiency workflows
• A moderate understanding of technical concepts (APIs, browser Dev Tools etc.), or a propensity to pick up technical concepts with ease.

As a fully remote team, we’re looking for someone comfortable with asynchronous communication as the default, which means you have previous remote experience and are comfortable using tools like Slack, Loom, and Linear to communicate as needed. Don’t worry—you will have significant deep work time since we have very few meetings.

Why Join Us

Pay for this role is US $84,224.00 (Level 2.5). Here’s a blog post with more information on how we determine our salaries.

We’re a global async remote company with a diverse team of people from all over the world who share a common belief in living our best work life. We believe deeply in the idea of transparency and share our Float Handbook publicly so potential new team members can see first hand our perks & benefits as well as our ways of working. If you feel like you can thrive at Float to do your best work, we would love to hear from you.

Hiring Process For This Role

You’ll find a lot of useful information about our interview process and what it’s like to join our global team on the Float careers page. The hiring process for this role looks like this:

• Initial First Meet (20 min): You’ll meet with Julia Fulton, Talent Manager, to discuss your interest in the role and review your questions about working at Float.
• Manager Interview (45 min): You’ll meet with Century, Support Manager, to discuss your experience in customer support.
• Co-Worker Interview (30 min): You’ll meet with Johnathon and Justyna, to dive deeper into your skills and experience.
• Founder Interview (30 min): You’ll meet with Glenn, Float’s CEO, to get to know you and see if you have potential to be a great addition to the team.

Note: Industry research shows that women and those in traditionally underrepresented groups generally don’t apply to jobs unless they check all the boxes for the role. If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.