Product Support is the front door to Float for thousands of Canadian businesses, and it is one of the strongest sources of product insight we have. We’re looking for a Manager to own that function: its people, its quality, its operations and its impact on customers
As part of our Product team, you will lead a team of Product Support Associates and Specialists, set the strategy and standards for how Float supports its customers, and make sure support scales with the business. You will be accountable for team results (SLAs, quality, CSAT and efficiency) and you will have real influence on the roadmap, our tooling and our AI-first approach to support
This role reports to the functional leader of the Product Support team. You will have full ownership of people management for your team, including hiring, performance management, compensation input, and career development. You will stay close enough to customers and the queue to lead credibly, particularly during escalations and incidents
Lead and develop a high-performing team
Own people management for the Product Support team: hiring, onboarding, 1:1s, performance reviews, promotions, and performance improvement plans where needed
Build and develop a leadership bench by coaching senior team members to run quality, coaching, and daily operations with increasing independence
Set clear goals and expectations, and keep every team member connected to their impact on customers and company outcomes
Build a culture of direct, kind feedback, ownership, and continuous learning
Own team health: workload, engagement, retention, and sustainable coverage
Own the strategy, standards, and results of Product Support
Define and execute the Product Support strategy, roadmap, and operating plan in line with company goals
Own team targets for SLAs, quality, CSAT, first-contact resolution, and cost-to-serve, and report on them to senior leadership
Set the quality bar: own the QA program, calibration practices, and coaching frameworks used across the team
Plan headcount, capacity, and hiring against product launches, customer growth, and seasonal demand
Build business cases for investment in people, tooling, and process
Scale through process, tooling, and AI
Own the support operating model: queue management, routing,



escalation paths, approval-gated workflows, and cross-channel and bilingual coverage
Lead our AI-first approach to support. Identify, pilot, and roll out automation and AI assistants that improve quality and efficiency without compromising the customer experience
Serve as the business owner for key support tools (such as Zendesk, phone/IVR, AI assistants, and analytics platforms) and administer them
Make sure playbooks, macros, and internal documentation are accurate, current, and used
Define how the team measures itself. Build the dashboards, reporting cadence, and review rhythms that drive decisions
Incident management and communications
Own Product Support’s role in incident response for customer-impacting issues, and make sure a clear, practised process exists
Partner with Product, Engineering, Risk & Compliance, and Customer Success on incident coordination, and ensure customer and internal communications are timely, accurate, and empathetic
Lead post-incident reviews and drive the follow-up actions that prevent repeat issues
Be the voice of the customer
Turn case data, contact drivers, and frontline insight into clear recommendations for Product, Engineering, and GTM teams
Represent Product Support in roadmap planning and cross-functional initiatives, and make sure changes are supportable and land smoothly
Work with Product, Engineering, and the Help Centre content owner to keep the team and customers ready for releases
Co-design customer journeys and handoffs with Customer Success Management and Customer Activation
Risk, compliance, and controls
Own the control environment for approval-gated and sensitive support workflows, including who can approve what and how it is documented
Partner with Risk & Compliance to keep security, privacy, and regulatory standards embedded in how the team works




Act as an escalation point and approving authority for sensitive customer and account decisions
Stay close to customers
Handle high-visibility escalations and executive-level customer conversations
Step into the queue during spikes, launches, and incidents to stay close to the work and the product
Benefits Competitive coverage of medical, dental and vision insurance for employees
Education & learning stipend for personal growth and development
Flexible vacation time
Work from home stipend to help you succeed in a remote environment
You’ve led support teams. You have 7+ years of experience in technical support, digital customer service, or IT help desk roles, including 2+ years managing people, ideally including managers or team leads. SaaS or fintech experience is highly preferred but not mandatory
You communicate with clarity and empathy. You translate complex problems for customers, teammates, and executives, and you know when to escalate
You’re flexible and reliable. Support needs can shift quickly. You’re willing to adjust your schedule, jump into the queue during spikes, and support evenings or weekends on occasion
You’re calm in an incident. You bring structure, clear communication, and ownership when things break
You think in systems. You design operating models, not just queues. You see patterns, build frameworks, and turn one-off fixes into durable improvements
You’re an owner. You don’t wait to be told what’s broken. You hold yourself accountable to outcomes, not just activity
You’re data-driven. You use metrics to set targets, prioritize work, forecast capacity, and tell a clear story to senior leaders and cross-functional partners
You develop leaders. You hire well, coach well, and move people along when it’s time. You have given hard feedback, run performance processes, and built teams that outlast any single person
You’re a robust cross-functional partner. You build trust with Product, Engineering, Risk & Compliance, RevOps, and Customer Success, and you influence without relying on authority
You’re AI-first. You have an opinion on where automation and AI help support and where they don’t, and you have shipped changes that proved it

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📌 Manager of Product Support (Manitoba)
🏢 Float
📍 Manitoba