Customer Success Specialist (EMEA)

Who We Are

Float is the world’s leading software for teams to plan their time. Launched in 2012, we’ve grown every year since, and remain proudly independent, self-funded and profitable. As a certified B Corporation, we’re committed to making a positive contribution to our team, customers, the environment, and the remote community. We’re a team of 50 working 100% remotely who believe in living our Best Work Life. You’ll partner with team members globally, including Australia, Mexico, Italy, Nigeria, Canada, and the USA. Hear what our team has to say by browsing our blog, or reading our Glassdoor reviews. Check out what our customers think of Float from our G2 reviews.

We’re on a scale up journey, and we’re seeking people who thrive in this stage, given the autonomy, and the opportunity, to do the best work of their career.

Why We’re Hiring For This Role

As Float grows, we’re committed to supporting our growing base of self-serve clients. This role is crucial in ensuring every client gets the support they need when they reach out to us. To maintain our momentum in improving client retention, you will manage and up-skill our current clients, combining one-to-many support with tailored, human assistance. You’ll also help onboard mid-market and SMB clients, deliver training, and work closely with our CSM team to support growth in resource-intensive areas.

We’re continuously looking for new ways to exceed customer expectations, and we combine AI and human support to enhance the customer experience. We leverage AI answers to help customers get faster answers to their questions about Float. Our human team focuses on more complex queries where 1:1 human support is most valuable, and our empathy, understanding, and troubleshooting skills shine.

In collaboration with Success and Support teams, you’ll become a product expert and take on a client-facing role from day one. The customers you’ll work closest with are legacy accounts who may be seeking additional services or an opportunity to speak with a member of our team face-to-face.

Once you’ve gotten comfortable connecting with our clients and have become a Float product expert, you’ll build campaigns to proactively reach out to clients who self-sign up and fit our ICP (Ideal Customer Profile). Part of your role will involve creating and implementing a light-touch onboarding process for these new accounts, ensuring they are set up for success. You’ll focus on lighter touch, one-to-many strategies, such as campaigns, email templates, previews of new features, and live advanced training.

Emily, our Team Lead of Customer Success, explains the important role you will play within our Customer Success team. Watch this video.

You’ll be working asynchronously with a bright, dedicated team from across the globe, with a strong focus on taking complex problems and creating solutions that feel simple and intuitive for our customers.

What You’ll Be Responsible For

Early on, you’ll jump right into:

• Become a Float Product Expert: Gain deep knowledge of Float's features, functionality, and best practices
• Understand Customer Needs: Learn about customer workflows and resource management challenges to provide relevant support
• Provide Video Call Support: Support customers directly via video calls, enhancing their experience with personalized assistance
• Resolve Customer Issues: Manage conversations from initial contact to resolution across email, chat, and video
• Collaborate with Customer Success Managers: Share insights from customer interactions with the CSM team to drive customer success and inform product improvement

Once you are a bit more settled, we expect that you will jump into the following projects:

• Own Client Relationships: Build and nurture meaningful connections with clients to support their long-term success
• Create Customer Success Content: Develop resources like training materials, and rollout timelines to empower customers in using Float
• Onboard Qualified SMBs: Lead the onboarding process for SMB customers, ensuring a smooth introduction t