Lead Product Support at Float in downtown Toronto, using people leadership and AI-first operations to serve Canadian businesses. This hybrid role includes office days.
As Manager, Product Support, you will lead Product Support Associates and Specialists while owning people management, support standards, and customer outcomes. You will shape strategy through data, quality programs, tooling, incident response, and cross-functional partnership. The role covers SaaS or fintech support operations, customer escalations, and roadmap insight.
Key Responsibilities:
- Hire, coach, review, and develop Product Support team members
- Set strategy, standards, targets, and operating plans
- Lead AI assistants, automation, tooling, and documentation
- Coordinate incident response and customer communications
- Translate case data into product recommendations
Requirements:
- Seven-plus years in technical support or digital customer service
- Two-plus years managing people, ideally managers or team leads
- Experience designing operating models and durable improvements
- Data-driven communication with senior leaders and partners
- Readiness for downtown Toronto office attendance two-to-three days weekly
Bring support leadership, systems thinking, and AI experience to Float’s customer-focused Product Support organization in Toronto.
📌 Manager Product Support Toronto
🏢 Float
📍 Toronto