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Added 1 day ago
K
Sr. UX/UI Designer
Knix
Toronto, ON
- $115,000 CAD / year
- Full-time
We're looking for a Senior UX/UI Designer to own and elevate the end-to-end design quality of our eCommerce experience. This is a high-impact, highly visible role, you'll be the single…
Added 2 days ago
IG
Product Owner
Insight Global
Toronto, ON
- Contract
A key focus of the role will be supporting the Digital Refinance initiative, as well as developing internal workflows related to a centralized funder model. The Product Owner will partner…
Added 2 days ago
F
Manager, Product Support
Float
Remote, Canada
- $100,000 to $125,000 CAD / year
- Full-time
- Remote
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…
Added 2 days ago
Senior AI Product Owner, Canadian Commercial Banking
Scotiabank
Toronto, ON
As the Senior AI Product Owner, Canadian Commercial Banking you will help shape and advance the AI product strategy for Canadian Commercial Banking. You will lead AI-enabled products from…
Added 2 days ago
NV
Product Owner (ID#5533)
New Value Solutions
Richmond, BC
- Contract
New Value Solutions, a national IT consulting company, is seeking a Product Owner to lead product discovery, current-state analysis, user research, problem definition, and product strategy…
Added 2 days ago
WM
Key Account Manager (China E-Commerce and Customer Success)
WPIC Marketing + Technologies
Canada
- Full-time
…You'll serve as the strategic advisor and primary relationship owner for a portfolio of international brands, helping them grow within China's digital commerce ecosystem and across Asia…
Added 2 days ago
C
Associate Relationship Manager, Business Banking (Toronto/ GTA)
CIBC
Toronto, ON
- Full-time
You’ll report into the Senior Manager & Team Lead, Business Banking and will work closely with a Relationship Manager, Business Banking to support client origination, relationship and…
Added 2 days ago
GS
Product Owner
Gala Solutions
Montreal, QC
- Contract
We are seeking a Product Owner to provide product, technology, and operational leadership for the firm's Content Solutions portfolio. The role is responsible for product strategy, roadmap…
Added 2 days ago
Senior Product Coordinator
Okanagan College
Kelowna, BC
The Senior Product Coordinator, Digital Experience drives the priorities and continuous evolution of key digital products that serve learners, employees, and the institution. This role…
Added 2 days ago
SH
Senior Director, HR Systems, Product Owner
SE Health
Markham, ON
- Full-time
Reporting to the VP, HR Transformation & Total Rewards, the Senior Director, HR Systems, Product Owner provides strategic leadership for the organization's HR technology ecosystem,…
Added 2 days ago
N
Domain Enterprise Architect
Nutrien
Calgary, AB
- Full-time
Identify opportunities to reuse, consolidate, modernize or retire capabilities and applications, and route recommendations to the accountable business, product, platform and portfolio owners
Added 3 days ago
C
Senior Business Analyst
COFOMO
Quebec, QC
- Full-time
Act as a resource person and product owner for certain aspects of the solution, while taking charge of more complex analyses.
Added 3 days ago
C
Senior Consultant, Investment & Digital Enablement
CIBC
Toronto, ON
- Full-time
As a Sr. Consultant, Investment & Digital Enablement, you will be a strategic voice on the Savings, Investments and Advice team. You will support defining the business intent and outcomes,…
Added 3 days ago
C
Solution Sales Executive – Software Engineering Group, CMT (Canada)
Cognizant
Toronto, ON · North York, ON
- Full-time
Strong software product engineering, digital / App Modernization, Application Maintenance and quality engineering sales background
Added 3 days ago
H
Enterprise Account Executive- Hunter
HP
Mississauga, ON
- Full-time
As an Account Executive, you will be the primary account owner of a select group of business accounts. Your main goal is to build strong relationships with clients, understand their needs,…
Added 3 days ago
IG
Product Owner
Insight Global
Toronto, ON
- $50 to $74 CAD / hour
- Contract
We’re looking for a Senior Product Designer with strong healthcare experience to design AI-powered digital experiences for patients, healthcare providers, and healthcare organizations.
Added 3 days ago
M
Product Owner
Manulife
Toronto, ON · Waterloo, ON
- Full-time
Within our division, we are seeking a highly motivated Product Owner who will work closely with our business functional areas to dig deep into the products we offer, would like to offer and…
Added 3 days ago
KM
Spécialiste principal national du support technique et de l'impression industrielle (Canada)
Konica Minolta Business Solutions Canada
AB · Edmonton, AB
- $71,469.39 to $102,737 CAD / year
- Full-time
Provide advanced national-level technical leadership for industrial print systems, serving as a senior technical authority and escalation owner across customers, dealers, and branch service…
Added 3 days ago
KM
Spécialiste principal national du support technique et de l'impression industrielle (Canada)
Konica Minolta Business Solutions Canada
Calgary, AB
- $71,469.39 to $102,737 CAD / year
- Full-time
Provide advanced national-level technical leadership for industrial print systems, serving as a senior technical authority and escalation owner across customers, dealers, and branch service…
Added 3 days ago
KM
Spécialiste principal national du support technique et de l'impression industrielle (Canada)
Konica Minolta Business Solutions Canada
Dartmouth, NS
- $71,469.39 to $102,737 CAD / year
- Full-time
Provide advanced national-level technical leadership for industrial print systems, serving as a senior technical authority and escalation owner across customers, dealers, and branch service…
Added 3 days ago
KM
Spécialiste principal national du support technique et de l'impression industrielle (Canada)
Konica Minolta Business Solutions Canada
Mississauga, ON
- $71,469.39 to $102,737 CAD / year
- Full-time
Provide advanced national-level technical leadership for industrial print systems, serving as a senior technical authority and escalation owner across customers, dealers, and branch service…
Added 3 days ago
KM
Spécialiste principal national du support technique et de l'impression industrielle (Canada)
Konica Minolta Business Solutions Canada
Burnaby, BC
- $71,469.39 to $102,737 CAD / year
- Full-time
Provide advanced national-level technical leadership for industrial print systems, serving as a senior technical authority and escalation owner across customers, dealers, and branch service…
Added 3 days ago
KM
Spécialiste principal national du support technique et de l'impression industrielle (Canada)
Konica Minolta Business Solutions Canada
Montreal, QC
- $71,469.39 to $102,737 CAD / year
- Full-time
Provide advanced national-level technical leadership for industrial print systems, serving as a senior technical authority and escalation owner across customers, dealers, and branch service…
Added 3 days ago
D
Manager - Team Lead/Product Owner- AI, Data & Analytics - AIDA (Toronto/Calgary)
Deloitte
Toronto, ON
- Full-time
…integrate with enterprise data and systems. We are looking for a senior product leader who can identify the highest-value opportunities, translate practitioner needs into a clear product…
Added 4 days ago
LI
Product Owner
LanceSoft, Inc.
Montreal, QC
- Contract
We are seeking a Product Owner to provide product, technology, and operational leadership for the firm's Content Solutions portfolio. The role is responsible for product strategy, roadmap…

Float

Manager, Product Support

Remote, Canada

Remote

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

Apply About employer

Applications open in a new tab.

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.

Apply About employer

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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