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 impartial, self-funded and worthwhile. As a licensed B Company, we’re dedicated to creating a constructive contribution to our crew, clients, the atmosphere, and the distant neighborhood. We’re a crew of fifty working 100% remotely who consider in residing our Greatest Work Life. You’ll companion with crew members globally, together with Australia, Mexico, Italy, Nigeria, Canada, and the USA. Hear what our crew has to say by searching our weblog, or studying our Glassdoor critiques. Take a look at what our clients consider Float from our G2 critiques.
We’re on a scale up journey, and we’re in search of individuals who thrive on this stage, given the autonomy, and the chance, to do the very best work of their profession.
Why We’re Hiring For This Function
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 assist they want once they attain out to us. To take care of our momentum in enhancing consumer retention, you’ll handle and up-skill our present shoppers, combining one-to-many assist with tailor-made, human help. You’ll additionally assist onboard mid-market and SMB shoppers, ship coaching, and work intently with our CSM crew to assist progress in resource-intensive areas.
We’re constantly on the lookout for new methods to exceed buyer expectations, and we mix AI and human assist to reinforce the client expertise. We leverage AI solutions to assist clients get quicker solutions to their questions on Float. Our human crew focuses on extra advanced queries the place 1:1 human assist is most respected, and our empathy, understanding, and troubleshooting abilities shine.
In collaboration with Success and Assist groups, you’ll change into 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 in search of further companies or a chance to talk with a member of our crew face-to-face.
When you’ve gotten comfy connecting with our shoppers and have change into a Float product professional, you’ll construct campaigns to proactively attain out to shoppers who self-sign up and match our ICP (Ultimate 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 achievement. You’ll deal with lighter contact, one-to-many methods, comparable to campaigns, e mail templates, previews of recent options, and stay superior coaching.
Emily, our Group Lead of Buyer Success, explains the necessary function you’ll play inside our Buyer Success crew. Watch this video.
You’ll be working asynchronously with a shiny, devoted crew from throughout the globe, with a robust deal with 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 bounce proper into:
- Develop into a Float Product Professional: Achieve deep data of Float’s options, performance, and finest practices
- Perceive Buyer Wants: Study buyer workflows and useful resource administration challenges to supply related assist
- Present Video Name Assist: Assist clients instantly by way of video calls, enhancing their expertise with personalised help
- Resolve Buyer Points: Handle conversations from preliminary contact to decision throughout e mail, chat, and video
- Collaborate with Buyer Success Managers: Share insights from buyer interactions with the CSM crew to drive buyer success and inform product enchancment
As soon as you’re a bit extra settled, we anticipate that you’ll bounce into the next initiatives:
- Personal Consumer Relationships: Construct and nurture significant connections with shoppers to assist 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 abilities will permit you to succeed within the function. Making use of these abilities requires:
- Buyer Success Expertise: Confirmed expertise supporting SMB and mid-market clients in a B2B SaaS atmosphere, and fervour about empowering clients by knowledge-sharing. Earlier CSM or Onboarding expertise would set you up for achievement on this function.
- Familiarity with Success Instruments: Proficient in CRMs and helpdesk instruments (HubSpot, Intercom, Metabase, Gong, Zoom, Calendly)
- Efficient Communicator: Robust written and stay communication abilities that showcase empathy, understanding, in addition to ship buyer worth
- Situated in EMEA: Have to be based mostly in Europe, the Center East, or Africa to assist shoppers in these timezones
- To thrive on this function, you should be comfy working autonomously, as we’re a world crew. You’re somebody who loves the problem of problem-solving, educating and empowering clients with data, and constructing and iterating on processes. It’s essential to make the most of sturdy async communication abilities as a way to collaborate with our CSM crew and shoppers.
As a completely distant crew, we’re on the lookout for somebody comfy with asynchronous communication because the default, which implies you will have earlier distant expertise and are comfy utilizing instruments like Slack, Loom, and Linear to speak as wanted.
Why Be a part of Us
We’re a world async distant firm with a various crew of individuals from all around the world who share a standard perception in residing our finest work life. We consider deeply within the concept of transparency and share our Float Handbook publicly so potential new crew members can see first hand our perks & advantages in addition to our methods of working. In case you really feel like you may thrive at Float to do your finest work, we might love to listen to from you.
Hiring Course of For This Function
You’ll discover numerous helpful details about our interview course of and what it’s like to hitch our international crew on the Float careers web page. The hiring course of for this function appears 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 evaluation your questions on working at Float.
Supervisor Interview (45 min): You’ll meet with Emily, Group Lead (Buyer Success), to debate how your function will contribute to setting our shoppers up for achievement.
Co-Employee Interview (30 min): You’ll meet with Century (Buyer Assist Supervisor) and Zoe (Buyer Success Supervisor) to dive deeper into your abilities and expertise, in addition to learn the way you’ll work cross-functionally to assist our shoppers.
Founder Interview (30 min): You’ll meet with Glenn, Float’s CEO, to get to know you and see if in case you have potential to be an excellent addition to the crew.
Be aware: Trade analysis reveals that ladies and people in historically underrepresented teams typically don’t apply to jobs until they test all of the packing containers for the function. In case you really feel strongly that you’ve got what it takes for this function however don’t test 100% of the packing containers—that’s okay—we encourage you to use anyway and spotlight what you may deliver to the desk.
