# Customer Support Manager

**Company:** [Campfire](https://hotfix.jobs/companies/campfire)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $100k – $140k/yr
**Experience:** 3+ years
**Skills:** Quickbooks, Xero, Sage Intacct, NetSuite, ERP, SaaS, Customer Support, Troubleshooting, Knowledge Base, Playbooks
**Posted:** 2026-01-15

> 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.

## Job Description

## 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

## Similar roles

- [Deployment Strategist](https://hotfix.jobs/jobs/a52010d9-9652-47f4-9b20-cd629d0c62aa) - Govsignals - New York, NY - $100k – $150k/yr
- [Digital Customer Success Manager](https://hotfix.jobs/jobs/88f38ad5-bc8f-4f14-9f0a-f918464c6660) - Sigma - San Francisco, CA - $100k – $118k/yr
- [Technical Account Manager](https://hotfix.jobs/jobs/06bec0c3-c40d-4368-8157-1bc691ca745c) - LogicGate - Chicago, IL - $100k – $125k/yr
- [Specialist, Technical Account Manager - Federal](https://hotfix.jobs/jobs/cd63a402-d4d8-4c61-8f47-20cd6b036f48) - Okta - Washington, DC - $100k – $125k/yr
- [Technical Account Manager (Central)](https://hotfix.jobs/jobs/67ada544-c7a0-4793-a25f-4d7baa5cecfe) - Wiz - Remote - $100k – $125k/yr

**Apply:** https://hotfix.jobs/jobs/8c401c4f-c649-4bda-977f-a56f1c01c248
**Canonical:** https://hotfix.jobs/jobs/8c401c4f-c649-4bda-977f-a56f1c01c248