Customer Support Manager

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

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

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

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

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

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