Customer Support Manager

Key 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

Experience & Qualifications

• 3+ years of experience in accounting, audit, finance, or customer-facing SaaS roles (Support, Implementation, CS, Account Management)
• Bonus: Experience with ERP platforms (QuickBooks, Xero, Sage Intacct, NetSuite)
• 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