Lead Float’s Product Support operations using AI-first systems, customer insight, and measurable service standards across Canadian businesses. Own the function’s people, quality, and customer impact.
As Product Support Manager, you will lead Associates and Specialists while setting strategy, standards, and operating rhythms. You will manage SLAs, quality, CSAT, efficiency, first-contact resolution, and cost-to-serve. Your work will shape support tooling, automation, incident response, and the product roadmap.
Key Responsibilities:
- Define Product Support strategy, roadmap, and operating plan
- Own targets for SLAs, quality, CSAT, and efficiency
- Build dashboards, reporting cadence, and review rhythms
- Administer Zendesk, phone, IVR, AI assistants, and analytics platforms
- Plan capacity and hiring for launches and seasonal demand
Requirements:
- 7+ years in technical support, digital customer service, or IT help desk
- 2+ years managing people, ideally managers or team leads
- Experience designing operating models and durable improvements
- Data-driven approach to targets, forecasting, and prioritization
- AI-first perspective with shipped automation or AI support changes
Bring operational leadership, data-driven decision-making, and AI-first support expertise to Float’s growing Product Support function.
📌 Product Support Operations Manager (Canada)
🏢 Float
📍 Canada