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 (Winnipeg)
🏢 Float
📍 Winnipeg