Customer Support Manager
Leads customer support for technical and accounting issues in a SaaS ERP platform, resolves complex cases, manages tickets, collaborates with Product/Engineering on feedback, and builds playbooks/self-service resources. Requires 3+ years in finance/SaaS support and ERP experience.
About the job
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
Skills
Quickbooks, Xero, Sage Intacct, NetSuite, ERP, SaaS, Customer Support, Troubleshooting, Knowledge Base, Playbooks
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