Customer Support Manager

Responsibilities

• 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
• Document recurring issues, best practices, and solutions in internal knowledge bases
• Monitor customer health, sentiment, and recurring issues that could impact retention
• Partner with Product and Engineering to report bugs, reproduce issues, and validate fixes
• Help build and improve support playbooks, workflows, and documentation
• Create and maintain help articles and customer-facing knowledge base content

Requirements

• 3+ years of experience in accounting, audit, finance, or customer-facing SaaS roles
• 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
• Excellent written and verbal communication skills

Preferred Qualifications

• Experience with ERP platforms such as QuickBooks, Xero, Sage Intacct, or NetSuite