Description
Who We Are
Float is the world’s main software program for groups to plan their time. Launched in 2012, we’ve grown yearly since, and stay proudly unbiased, self-funded and worthwhile. As a licensed B Company, we’re dedicated to creating a constructive contribution to our staff, clients, the setting, and the distant group. We’re a staff of fifty working 100% remotely who consider in dwelling our Finest Work Life. You’ll accomplice with staff members globally, together with Australia, Mexico, Italy, Nigeria, Canada, and the USA. Hear what our staff has to say by looking our weblog, or studying our Glassdoor opinions. Take a look at what our clients consider Float from our G2 opinions.
We’re on a scale up journey, and we’re looking for individuals who thrive on this stage, given the autonomy, and the chance, to do the most effective work of their profession.
Why We’re Hiring For This Position
As Float grows, we’re dedicated to supporting our rising base of self-serve shoppers. This function is essential in making certain each consumer will get the help they want after they attain out to us. To take care of our momentum in bettering consumer retention, you’ll handle and up-skill our present shoppers, combining one-to-many help with tailor-made, human help. You’ll additionally assist onboard mid-market and SMB shoppers, ship coaching, and work intently with our CSM staff to help progress in resource-intensive areas.
We’re repeatedly searching for new methods to exceed buyer expectations, and we mix AI and human help to boost the shopper expertise. We leverage AI solutions to assist clients get sooner solutions to their questions on Float. Our human staff focuses on extra advanced queries the place 1:1 human help is most dear, and our empathy, understanding, and troubleshooting expertise shine.
In collaboration with Success and Assist groups, you’ll grow to be a product professional and tackle a client-facing function from day one. The purchasers you’ll work closest with are legacy accounts who could also be looking for further providers or a chance to talk with a member of our staff face-to-face.
When you’ve gotten snug connecting with our shoppers and have grow to be a Float product professional, you’ll construct campaigns to proactively attain out to shoppers who self-sign up and match our ICP (Very best Buyer Profile). A part of your function will contain creating and implementing a light-touch onboarding course of for these new accounts, making certain they’re arrange for fulfillment. You’ll concentrate on lighter contact, one-to-many methods, comparable to campaigns, electronic mail templates, previews of recent options, and stay superior coaching.
Emily, our Crew Lead of Buyer Success, explains the essential function you’ll play inside our Buyer Success staff. Watch this video.
You’ll be working asynchronously with a brilliant, devoted staff from throughout the globe, with a robust concentrate on taking advanced issues and creating options that really feel easy and intuitive for our clients.
What You’ll Be Accountable For
Early on, you’ll leap proper into:
- Change into a Float Product Skilled: Acquire deep information of Float’s options, performance, and greatest practices
- Perceive Buyer Wants: Study buyer workflows and useful resource administration challenges to supply related help
- Present Video Name Assist: Assist clients straight through video calls, enhancing their expertise with personalised help
- Resolve Buyer Points: Handle conversations from preliminary contact to decision throughout electronic mail, chat, and video
- Collaborate with Buyer Success Managers: Share insights from buyer interactions with the CSM staff to drive buyer success and inform product enchancment
As soon as you’re a bit extra settled, we count on that you’ll leap into the next initiatives:
- Personal Consumer Relationships: Construct and nurture significant connections with shoppers to help their long-term success
- Create Buyer Success Content material: Develop sources like coaching supplies, and rollout timelines to empower clients in utilizing Float
- Onboard Certified SMBs: Lead the onboarding course of for SMB clients, making certain a easy introduction to Float and its capabilities
What You’ll Want To Be Profitable
We wish you to like your work and consider that these expertise will mean you can succeed within the function. Making use of these expertise requires:
- Buyer Success Expertise: Confirmed expertise supporting SMB and mid-market clients in a B2B SaaS setting, and keenness about empowering clients by knowledge-sharing. Earlier CSM or Onboarding expertise would set you up for fulfillment on this function.
- Familiarity with Success Instruments: Proficient in CRMs and helpdesk instruments (HubSpot, Intercom, Metabase, Gong, Zoom, Calendly)
- Efficient Communicator: Sturdy written and stay communication expertise that showcase empathy, understanding, in addition to ship buyer worth
- Positioned in EMEA: Have to be primarily based in Europe, the Center East, or Africa to help shoppers in these timezones
- To thrive on this function, you should be snug working autonomously, as we’re a world staff. You’re somebody who loves the problem of problem-solving, educating and empowering clients with information, and constructing and iterating on processes. You have to make the most of sturdy async communication expertise with a purpose to collaborate with our CSM staff and shoppers.
As a totally distant staff, we’re searching for somebody snug with asynchronous communication because the default, which suggests you have got earlier distant expertise and are snug utilizing instruments like Slack, Loom, and Linear to speak as wanted.
Why Be part of Us
We’re a world async distant firm with a various staff of individuals from everywhere in the world who share a typical perception in dwelling our greatest work life. We consider deeply within the thought of transparency and share our Float Handbook publicly so potential new staff members can see first hand our perks & advantages in addition to our methods of working. Should you really feel like you’ll be able to thrive at Float to do your greatest work, we’d love to listen to from you.
Hiring Course of For This Position
You’ll discover loads of helpful details about our interview course of and what it’s like to hitch our international staff on the Float careers web page. The hiring course of for this function seems to be like this:
Preliminary First Meet (20 min): You will meet with Julia, Expertise Supervisor (hello, that’s me!), to debate your curiosity within the function and evaluate your questions on working at Float.
Supervisor Interview (45 min): You’ll meet with Emily, Crew Lead (Buyer Success), to debate how your function will contribute to setting our shoppers up for fulfillment.
Co-Employee Interview (30 min): You’ll meet with Century (Buyer Assist Supervisor) and Zoe (Buyer Success Supervisor) to dive deeper into your expertise and expertise, in addition to learn the way you’ll work cross-functionally to help our shoppers.
Founder Interview (30 min): You’ll meet with Glenn, Float’s CEO, to get to know you and see you probably have potential to be an ideal addition to the staff.
Word: Trade analysis reveals that ladies and people in historically underrepresented teams usually don’t apply to jobs until they examine all of the packing containers for the function. Should you really feel strongly that you’ve got what it takes for this function however don’t examine 100% of the packing containers—that’s okay—we encourage you to use anyway and spotlight what you’ll be able to convey to the desk.