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 to Float and its capabilities

What You’ll Need To Be Successful

We want you to love your work and believe that these skills will allow you to succeed in the role. Applying these skills requires:

• Customer Success Experience: Proven experience supporting SMB and mid-market customers in a B2B SaaS environment, and passion about empowering customers through knowledge-sharing. Previous CSM or Onboarding experience would set you up for success in this role.
• Familiarity with Success Tools: Proficient in CRMs and helpdesk tools (HubSpot, Intercom, Metabase, Gong, Zoom, Calendly)
• Effective Communicator: Strong written and live communication skills that showcase empathy, understanding, as well as deliver customer value
• Located in EMEA: Must be based in Europe, the Middle East, or Africa to support clients in those timezones
• To thrive in this role, you must be comfortable working autonomously, as we are a global team. You are someone who loves the challenge of problem-solving, educating and empowering customers with knowledge, and building and iterating on processes. You must utilize strong async communication skills in order to collaborate with our CSM team and clients.

As a fully remote team, we’re looking for someone comfortable with asynchronous communication as the default, which means you have previous remote experience and are comfortable using tools like Slack, Loom, and Linear to communicate as needed.

Why Join Us

Pay for this role is US $85,272 (Level 2). Here’s some context on how we determine our salaries.

We’re a global async remote company with a diverse team of people from all over the world who share a common belief in living our best work life. We believe deeply in the idea of transparency and share our Float Handbook publicly so potential new team members can see first hand our perks & benefits as well as our ways of working. If you feel like you can thrive at Float to do your best work, we would love to hear from you.

Hiring Process For This Role

You’ll find a lot of useful information about our interview process and what it’s like to join our global team on the Float careers page. The hiring process for this role looks like this:

Initial First Meet (20 min): You'll meet with Julia, Talent Manager (hi, that’s me!), to discuss your interest in the role and review your questions about working at Float.

Manager Interview (45 min): You’ll meet with Emily, Team Lead (Customer Success), to discuss how your role will contribute to setting our clients up for success.

Co-Worker Interview (30 min): You’ll meet with Century (Customer Support Manager) and Zoe (Customer Success Manager) to dive deeper into your skills and experience, as well as learn how you will work cross-functionally to support our clients.

Founder Interview (30 min): You’ll meet with Glenn, Float’s CEO, to get to know you and see if you have potential to be a great addition to the team.

Note: Industry research shows that women and those in traditionally underrepresented groups generally don’t apply to jobs unless they check all the boxes for the role. If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.

See more jobs at Float.com

Apply for this job

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

The role of Site Reliability Engineers at Float is to increase the autonomy of the product and engineering teams by growing their capabilities to focus on solving problems. SRE makes sure our engineers get scalable infrastructure to build software on top of, making sure pipelines from idea to customer run smoothly and are easily built upon, and we also deal with broad areas of security around our network and defining internal security policy and practices.

Our goals for the Engineering team are to increase the pace with which they deliver improvements for our customers, provide an increasingly sophisticated and reliable service from our teams, and mitigate external threats as we grow.

You will help us tackle those problems by increasing reliability of our services to support larger clients joining Float, and increasing the robust security systems we’ve implemented to continue protecting our growing customer base.

Chris Nash, our Team Lead (SRE & QA), explains the important role you will play within our SRE 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:

• Continuing to support the regular maintenance of all the engineering systems supporting Float’s customers
• Identifying areas requiring support to scale
• Identifying areas for improving service resilience, ultimately delivering the ability to be resilient within the product and engineering teams themselves
• Optimizing our monitoring and observability stack, building on the knowledge to create a standard set of tools and configurations for the product and engineering teams
• Understanding Float’s SLOs in context, and building out SLO patterns and procedures for product and engineering teams

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

• Building a repeatable and trustworthy disaster recovery program using chaos engineering techniques
• Migrating all of our deployment configurations to a global single source of truth
• Expanding Float’s infrastructure across multiple regions to create a global network

What You’ll Need To Be Successful

We want you to love your work and believe that these skills will allow you to succeed in the role.

Applying these skills requires:

• An excellent understanding of how SRE operates as an enabling team
• A very good understanding of Service Level Objectives
• Working experience with Terraform, Bash, and a go-to language which ideally would be one of PHP, NodeJS, Python
• Experience with Kubernetes and GCP would be highly valued

As a fully remote team, we’re looking for someone comfortable with asynchronous communication as the default, which means you have previous remote experience and are comfortable using tools like Slack, Loom, and Linear to communicate as needed. Don’t worry—you will have significant deep work time since we have very few meetings.

Why Join Us

Pay for this role is US $167,471 (Level 3). Here’s a blog post with more information on how we determine our salaries.

We’re a global async remote company with a diverse team of people from all over the world who share a common belief in living our best work life. We believe deeply in the idea of transparency and share our Float Handbook publicly so potential new team members can see first hand our perks & benefits as well as our ways of working. If you feel like you can thrive at Float to do your best work, we would love to hear from you.

Hiring Process For This Role

You’ll find a lot of useful information about our interview process and what it’s like to join our global team on the Float careers page. The hiring process for this role looks like this:

• Initial First Meet (20 min): You'll meet with Julia Fulton, Talent Manager, to discuss your interest in the role and review your questions about working at Float.
• Take-Home Assignment: Candidates that move forward will be invited to complete a take-home assignment for the engineering team to review. This is a 4-hour assignment. Candidates will receive high-level feedback from the hiring team and those that move forward will proceed to the technical interview stage to discuss results further in more detail.
• Technical Interview (45 min): You’ll meet with Chris Nash (Team Lead, SRE & QA) and Bogdan Frunza (Senior SRE) to discuss more about your technical experience. This will be a great opportunity for you to ask any questions and talk about goals for the role.
• Leadership Interview (45 min): You’ll meet with Lars Gelfin (CTO) and Colin Ross (Director of Engineering) to discuss more about your experience. This will be a great opportunity for you to ask any questions and talk about goals for the role.
• Founder Interview (30 min): You’ll meet with Glenn, Float’s CEO, to get to know you and see if you have potential to be a great addition to the team.

Note: Industry research shows that women and those in traditionally underrepresented groups generally don’t apply to jobs unless they check all the boxes for the role. If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.

See more jobs at Float.com

Apply for this job