Customer Support Manager, EMEA
Owns complex technical and accounting-related customer support cases, troubleshoots ERP workflows, and partners with Product, Engineering, and Customer Success to improve customer experiences. Requires 3+ years in accounting, finance, audit, or customer-facing SaaS roles.
About the job
Responsibilities
Customer Support Delivery
- Own and resolve complex technical and accounting-related support cases with speed, accuracy, and empathy.
- Manage daily support tickets and customer inquiries across email, chat, and other support channels.
- Troubleshoot ERP workflows, accounting data issues, and product functionality.
- Proactively follow up to ensure full issue resolution and high customer satisfaction.
- Document recurring issues, best practices, and solutions in internal knowledge bases.
Customer Experience & Retention
- Build trusted relationships with customers by providing thoughtful, high-quality support.
- Monitor customer health, sentiment, and recurring issues that could impact retention.
- Identify trends in support requests and flag risks, product gaps, and improvement opportunities.
- Partner closely with Customer Success to ensure seamless knowledge transfer.
Cross-Functional Collaboration
- Work with Product and Engineering to report bugs, reproduce issues, and validate fixes.
- Provide structured feedback on product usability, workflows, and feature gaps.
- Contribute to product improvements by representing the voice of the customer.
Process, Playbooks & Self-Service
- Help build and improve support playbooks, workflows, and documentation.
- Create and maintain help articles, internal guides, and customer-facing knowledge base content.
- Support self-service initiatives, including FAQs, tutorials, and in-product guidance.
Requirements
- 3+ years of experience in accounting, audit, finance, or customer-facing SaaS roles, such as Support, Implementation, Customer Success, or Account Management.
- Strong technical aptitude and ability to quickly learn new software platforms.
- Comfort troubleshooting accounting data, financial workflows, and system integrations.
- Bachelor's degree or equivalent practical experience.
- Customer-first mindset with strong empathy and ownership.
- Highly organized with excellent attention to detail.
- Comfortable managing multiple priorities in a fast-paced environment.
- Clear, thoughtful communicator with strong written and verbal skills.
- Growth mindset with interest in mentoring and future leadership development.
Nice to Have
- Experience with ERP platforms such as QuickBooks, Xero, Sage Intacct, or NetSuite.
Skills
ERP, Quickbooks, Xero, Sage Intacct, NetSuite, Accounting Workflows, Financial Workflows, System Integrations, Knowledge Bases, Support Playbooks
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