Product Support Associate
CA$50,000 – CA$60,000 / yr base salary
Posted 30 Sep 2026
Advertised as “Bilingual Product Support Associate”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 2+ yrs
- Management level
- Individual contributor
- Employment
- Hybrid
- Contract
- Full-time
| Base salary | CA$50,000 – CA$60,000 / yr |
|---|
About the Role
We’re looking for an experienced French speaking Product Support Associate to help build the best customer experience team in Canada! As part of our Product Support team, you will focus on delivering exceptional customer service, product education, and software troubleshooting when our customers need it most.
Please note: Float Product Support operates from 8am-8pm (ET) M-F and 9am-5pm on weekends. Following a M-F 9-5 onboarding period, this role will follow a fixed schedule of five consecutive 8 hour shifts within operating hours.
This isn’t any ordinary support role. Here's what you’ll be responsible for:
Product Support & Service Delivery
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Provide Exceptional Support: Deliver award-winning product support, product education, and bespoke solutions for our customers that are exceptional, courteous, and on-brand. We are not a bank. Our interactions are human, empathetic, and memorable.
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Technical Troubleshooting: Diagnose and resolve technical issues involving Float’s software, integrations to other systems, user provisioning and authentication and web and mobile platforms.
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Compliance & Security: Ensure KYB/KYC and other compliance and verification processes are followed, maintaining security and integrity of the platform.
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Undocumented Issues: Perform technical investigations into unexpected behaviours, providing timely, accurate, and empathetic resolutions.
Subject Matter Expertise
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Internal Resource: Become a subject-matter expert business-wide, providing guidance, insights, and solutions. Be a responder in internal question channels (Slack) and uphold high standards for information quality and accuracy.
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Collaborative Knowledge Sharing: Share and mutually-reinforce accuracy, precision and relevance of technical product knowledge among colleagues. Provide peer feedback when standards are not met.
Knowledge Management & Documentation
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Issue Tracking & Reporting: Classify and track customer issues and resolutions using tools like Zendesk, HubSpot, Linear, and Metabase.
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Content Production and Upkeep: Participate in a regular process to produce, audit, maintain, and update knowledge base articles, FAQs, and process documentation to ensure accuracy and relevance.