Manager, Product Support

Float is on a mission to simplify finance for Canadian businesses, empowering them to eliminate complexity and unlock new opportunities. We are looking for a Manager to own the Product Support 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. 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. Requirements You've led support teams. You have 7+ years of experience in t