Customer Support Specialist

Float.com is a global async remote company serving customers worldwide. The Customer Support Specialist will provide EMEA queue coverage, troubleshoot complex B2B SaaS issues, review and improve AI-handled conversations, contribute to help center content, and progressively take ownership of customer onboarding and advocacy for EMEA SMB and self-serve customers. ResponsibilitiesEMEA queue coverage: Own a 4-5 hour daily block in Intercom handling complex customer questions that Fin (our AI support agent) couldn’t resolve. These conversations require genuine troubleshooting and judgment, and you’re expected to bring bothFin review and improvement: Audit AI-handled conversations to spot gaps and contribute to how Fin responds going forwardHelp center contributions: Write and update help center content based on patterns you’re seeing in the queueProactive onboarding support: Run onboarding calls with new EMEA customers, helping them move through their setup so they’re positioned to get real