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Added 6 days ago
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Head of Talent Planning
Citi
Mississauga, ON
- Full-time
Define and track talent management metrics: retention of high performers, internal mobility rate, leadership bench strength, and program effectiveness
Added 7 days ago
Senior Product Manager - Createspace, Canada Based
D2L
Vancouver, BC · Winnipeg, MB · Kitchener, ON · Toronto, ON
New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in…
Added 7 days ago
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Assistant Marketing Manager
Manulife
Toronto, ON
- Full-time
Partner with Account Executives to identify advisor needs, uncover opportunities for program enhancements, and support the evolution of advisor engagement initiatives, including the annual…
Added 7 days ago
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Manager, Product Support
Float
Remote, Canada
- $100,000 to $125,000 CAD / year
- Full-time
- Remote
…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…
Added 7 days ago
RB
Marketing Manager, EDB Client Engagement
Royal Bank of Canada
Toronto, ON
- Full-time
Execute targeted marketing campaigns that leverage data and consumer insights to drive measurable impact across retention and engagement.
Added 7 days ago
LC
Assistant Store Manager In Training
Loblaw Companies Limited
Abbotsford, BC
- Full-time
As an Assistant Store Manager in Training, you'll complete a comprehensive training program that prepares you to support store operations, lead teams, and deliver an exceptional customer…
Added 7 days ago
R
Marketing Manager, EDB Client Engagement
RBC
Toronto, ON
- Full-time
Execute targeted marketing campaigns that leverage data and consumer insights to drive measurable impact across retention and engagement.
Added 7 days ago
Product Manager, Deposits Portfolio
EQ Bank | Canada's Challenger Bank
Toronto, ON
The Product Manager, Deposits Portfolio develops and implements product strategies to drive customer engagement with the payments and spending portfolio, supports the development and launch…
Added 7 days ago
CO
Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
The Manager, Digital Solutions, is responsible for the delivery and ongoing management of the City’s enterprise applications, digital solutions, and data and information management…
Added 7 days ago
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Senior Manager Data & AI Technical Strategy Lead
Avanade
Ottawa, ON
- Full-time
Lead or support enterprise data governance, metadata management, data cataloguing, lineage, data quality, stewardship, classification, retention, and access-control capabilities.
Added 7 days ago
EB
Product Manager, Deposits Portfolio
EQ Bank
Toronto, ON
- Full-time
The Product Manager, Deposits Portfolio develops and implements product strategies to drive customer engagement with the payments and spending portfolio, supports the development and launch…
Added 7 days ago
SS
Growth Product Manager (18-20 Month Mat Leave)
Smart, Savvy + Associates
Vancouver, BC
- Full-time
Smart, Savvy + Associates is pleased to partner with Technical Safety BC in their search for a Growth Product Manager in a 18-20 month maternity leave contract.
Added 7 days ago
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Building Operator Tech 3
BGIS
Borden, ON
- Full-time
Reporting to the manager/supervisor, the Building Operator is responsible for performing maintenance, routine and on-demand services. The incumbent will also be required to perform other…
Added 7 days ago
UC
Senior Officer, Individual Giving Renewal
UNICEF Canada
Toronto, ON
- $57,000 to $64,000 CAD / year
- Full-time
…year, below the Major Gifts level. Reporting to the Senior Manager, Individual Giving Renewal, the Senior Officer, Individual Giving Renewal drives day-to-day activities associated with the…
Added 7 days ago
E
Account Manager
ExperiencePoint
Toronto, ON
- Full-time
We’re looking for a driven and relationship focused Account Manager to grow the ExperiencePoint business by owning a portfolio of client accounts. You will serve as our client's main point…
Added 7 days ago
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Relationship Manager, Business Banking
BMO
Edmundston, NB
- Full-time
Develops, maintains, and executes a business plan, including relationship management strategies, to achieve customer retention objectives.
Added 7 days ago
T
Data Steward II (Global Technology & Solutions)
TD
Toronto, ON
- Full-time
Reporting to the Senior Manager, GTS Data Governance, the GTS Data Steward is a senior individual contributor with no direct reports. The role leads GTS’ execution of enterprise data…
Added 7 days ago
Manager, Marketing Automation
Freedom Mobile
Toronto, ON
Reporting to the Director, Customer Marketing, the Manager, Marketing Automation is a player-coach who leads a team of marketing automation specialists while staying hands-on in campaign…
Added 7 days ago
BC
Registered Nurse - Complex Care (C4)
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Clinical Manager, Medically Complex Care, the successful applicant will be responsible for comprehensive nursing care in the Medically Complex program and must meet the…
Added 7 days ago
TL
Operations Manager
Toronto Lawyers Association
Toronto, ON
- Full-time
The Operations Manager oversees the association’s day-to-day operations, ensuring the systems, processes and resources needed to support staff, programs, members and strategic priorities…
Added 7 days ago
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Senior Human Resources Business Partner
Achievers
Toronto, ON
- Full-time
…effectiveness. You will leverage business insight, workforce data, and talent expertise to influence decisions, strengthen leadership capability, and improve business outcomes. This role…
Added 7 days ago
BC
Registered Nurse - Complex Care (C4)
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Clinical Manager, Medically Complex Care, the successful applicant will be responsible for comprehensive nursing care in the Medically Complex program and must meet the…
Added 7 days ago
FC
Registrar Service Specialist
Fanshawe College
London, ON
- Full-time
Provide general information on admission requirements, program availability, and application status through OCAS
Added 7 days ago
VC
Senior Account Director
Veritas Communications
Lasalle, ON
- Full-time
Ensure excellence in client satisfaction and retention, anticipating needs before they surface.
Added 7 days ago
CO
Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
The Manager, Digital Solutions, is responsible for the delivery and ongoing management of the City’s enterprise applications, digital solutions, and data and information management…

Float

Manager, Product Support

Remote, Canada

Remote

$100,000 to $125,000 CAD / year · Full-time

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Job details

Pay: $100,000 to $125,000 CAD / year
Job type: Full-time
Workplace: Remote
Experience: 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.
Posting language: English
Posted: Oct 23, 2026

Original job description

About Float

Float is on a mission to simplify finance for Canadian businesses, empowering them to eliminate complexity and unlock new opportunities. Through our innovative platform, Float enables businesses to streamline financial operations and optimize cash flow, so they can focus on what matters most: growth.

As one of Canada’s fastest growing companies and top-rated startups in 2025, 2024 and 2023, Float is customer-obsessed, passionate and entrepreneurial, with a team that includes leaders from Uber, Shopify, Top Hat, TouchBistro, and Ada.

At Float, everyone is an owner, bringing their unique perspective to our team and product. Your voice is important, and we take having a culture based on feedback seriously. We openly share our thoughts and differing opinions so we can continue to improve. We do our best to keep our decision-making decentralized so that all team members feel ownership in our success.

Our Product

Float is Canada’s intelligent financial operating system, combining modern financial services and software to help businesses spend, save, and grow. Trusted by more than 7,500 Canadian companies, Float provides high-limit corporate cards, automated expense management, next-day bill payments, high-yield accounts, and industry-leading support, all built in Canada, for Canada. Float recently announced our $85 million Series C, and is backed by world-class investors, including Inovia Capital, Growth Equity at Goldman Sachs Alternatives, OMERS Ventures, and Silicon Valley Bank.

Our team is a collection of ambitious, collaborative and mission-driven people from all walks of life but with one goal: helping Canadian companies not just survive but thrive. And we’re looking for bold innovators to help shape the future of business finance in Canada.

AI Use in Our Hiring Process

We use technology, including artificial intelligence (AI), to support parts of our hiring process. This may include AI-assisted scheduling and candidate communications, and AI-generated interview notes, guides or summaries to help our team focus on the conversation. All hiring decisions are made by our hiring team.

About the Manager, Product Support role

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.

What You'll Do

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.

You'll be great in this role if:

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 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 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 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'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.
You communicate with clarity and empathy. You translate complex problems for customers, teammates, and executives, and you know when to escalate.
You're a strong cross-functional partner. You build trust with Product, Engineering, Risk & Compliance, RevOps, and Customer Success, and you influence without relying on authority.
You're calm in an incident. You bring structure, clear communication, and ownership when things break.
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 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.

This may not be the role for you if:

You aren't prepared to be in our downtown Toronto office 2-3 days a week.
You aren't prepared to always provide exceptional customer experiences.
You aren't passionate about helping Float build the best corporate card and spend management platform in Canada.
You aren't ready to embrace an AI-first approach.
You need a playbook of answers for every problem.
You love routine and a predictable day-to-day schedule.
You aren't adaptable to change or pivoting on the fly.
You prefer a slow pace and aren't an "all in" person.
You aren't able to manage multiple priorities at once.

Why You Should Join

Work at one of Canada's fastest-growing fintech companies.
Make a real impact in a high-autonomy, high-growth role.
Collaborate with an ambitious and supportive team.
Competitive compensation, equity options, and benefits.
Hybrid work model - we are based in Toronto with in-office days for connection and collaboration.
Enjoy catered team lunches every Tuesday, Wednesday and Thursday.
Bring your pup to our dog-friendly office.
Thrive in a high-trust, high-performance culture where your work truly matters.

In Short

At Float, you'll thrive if you're bold, curious, and eager to make a real impact. We're building something special - and having a lot of fun along the way. If you're excited to build, grow, and win together, we'd love to meet you.

We're committed to building a workplace that's welcoming and accessible for everyone. If you need any accommodations during the hiring process or once you join Float, just let us know! You can reach out to Vic (victoria@floatfinancial.com), and we'll work with you to make sure you have what you need to succeed.

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More about this job

Responsibilities

The Manager of Product Support will lead and develop a high-performing team while owning the strategy, standards, and operational results of the support function. They will also drive an AI-first approach to support, manage incident responses, and act as the voice of the customer to influence product and engineering roadmaps.

Requirements

Candidates must have at least 7 years of experience in technical support or customer service, including 2 years in a management role. Strong proficiency in data-driven decision-making, cross-functional leadership, and a willingness to work in a hybrid office environment are essential.

Skills

People management
Product support
Strategy development
SaaS
Fintech
Data analysis
AI implementation
Incident management
Performance management
Customer success
Zendesk
Process optimization
Leadership
Cross-functional collaboration
Communication
Capacity planning

Benefits

Competitive compensation
Equity options
Catered team lunches
Dog-friendly office

Visa sponsorship

Not detected in the job text

Hiring contact

Vic

Hiring contact email

victoria@floatfinancial.com

Keywords

Product Support
Fintech
SaaS
People Management
Zendesk
AI
Automation
Customer Success
Incident Management
Performance Reviews
Capacity Planning
Strategy
Data Analysis
Cross-functional
Corporate Cards
Expense Management
Leadership
Operations
QA Program
Customer Experience
Roadmap Planning
Risk Management
Compliance
Reporting
Dashboards
Technical Support
IT Help Desk
Workflow Optimization
Bilingual Coverage
Business Finance

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