Customer Operations Associate - Toronto, Canada - Float Financial Solutions Inc.

Float Financial Solutions Inc.
Float Financial Solutions Inc.
Verified Company
Toronto, Canada

2 weeks ago

Sophia Lee

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Sophia Lee

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Description

About Float


Float is one of Canada's fastest growing companies, serving Canadian businesses with our innovative smart corporate card and spend management solution.

Float's team is customer-obsessed, passionate, vibrant, and entrepreneurial, and includes executives from Uber, Shopify, Ritual, and many other incredible tech companies

At 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, feedback, and differing opinions so we can continue to improve. We do our best to keep our decision making decentralized so that all team members contribute.


Our product
Float empowers companies and teams with smart financial products, helping them achieve their most ambitious goals.

We're making finance more accessible and saving companies and their teams time and money, while disrupting the multi-trillion dollar global B2B finance industry.

Backed by some of the best venture capital investors in the world, including Tiger Global, Golden Ventures, and Susa Ventures, we're looking for pioneers to help us achieve our vision.

Join us


About the Support Operations Associate role


We're looking for an outstanding Customer Operations Associate to help build the best customer experience team in Canada As part of our Customer Operations team, you will focus on delivering exceptional customer service, product education, and software troubleshooting when our customers need it most.


This isn't any ordinary support role


You will be:

  • Handling complex issues, customer challenges, and submitting valuable new feature requests
  • Relied upon to develop processes and help features that surprise and delight our customers
  • Working directly with the best customers in Canada our customers are senior financial executives and leaders from successful, well known small to medium sized companies across Canada
  • The voice of our customers working closely with other teams to improve the experience of existing and future customers

As a Customer Operations Associate at Float you will:

  • Deliver award-winning product support, product education, and bespoke solutions for our customers that are exceptional, courteous, and on-brand
  • we are not a bank, our interactions are human, empathetic, and memorable. We want customers to think, "wow, that was a world-class experience"
  • Document and track customer issues and resolutions using reporting and analytic tools (Zendesk, Hubspot, and Metabase)
  • Action and summarize insights from data using SQL, Google Sheets, and Metabase and via partnerships with data and revenue operation teams
  • Conduct bulk backend imports of user and account data for top accounts to expedite onboarding. You will have to manually work within our internal tool to troubleshoot and format imports.
  • Propose solutions to customer issues and collaborate with sales, engineering and product to implement them
  • Act as a spokesperson for customers before major releases anticipating specific userimpacting issues
  • Collaborate on internal knowledge playbooks (in Notion) and externalfacing help center (on Zendesk) and regularly update and audit databases based on business need
  • Work on special projects crosscollaboratively to help work towards our company mission. These projects vary from botbuilding our AIchat bot to redesigning our user tutorials inapp on Intercom.
  • Conduct compliance checks with the Approvals team to ensure that all users are KYB-KYC verified and improve the security and integrity of the platform

Requirements:


You'll be great in this role if:


  • You're customer-obsessed. You have proven experience in a customer-facing role, SaaS, retail or hospitality, and are known as the best of the best
  • every interaction you have is empathetic, solutions focused and anticipates future customer needs
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You love solving complex problems. You are resourceful and energized by helping each unique customer find solutions, especially when the answers aren't straightforward and you love troubleshooting technical issues (ideally with financial systems like Xero, Quickbooks, NetSuite, Sage to name a few)
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You're good with data, dashboards, and gathering insights. This role partners with the Product and Customer Success teams to generate insights on customer feedback, trends, and patterns. It is important for you to understand how to do pivots in Google Sheets, in addition to a proficiency for data visualization to present actionable insights.
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You're a clear and empathetic communicator. This role requires strong written and verbal communication skills. You are quick to respond, a fast-typer, are able to summarize and document customer issues in a succinct and clear manner, plus you are an incredible cross-functional communicator collecting and sharing time sensitive and important information with other teams internally
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