Customer Service Executive, Accounting Software Experience Required

Role Overview

• Serve as the first line of support for client enquiries via phone and email
• Resolve routine and repeatable requests quickly, using internal tools and knowledge bases
• Accurately triage and escalate more complex queries to appropriate internal team
• Take ownership of customer issues, ensuring they are followed through and resolved
• Log support tickets and interactions clearly and consistently
• Communicate clearly around deadlines and required client inputs
• Manage a high volume of support queries daily
• Collaborate with internal teams to improve service workflows

Requirements

• Experience with accounting software (QuickBooks, Xero, Freshbooks, Dext)
• Confident juggling phone calls, emails and live tickets simultaneously
• Calm, empathetic, and efficient communicator
• Clear understanding of ticket logging and escalation procedures
• Experience logging and triaging issues accurately while on the phone
• Proactive attitude

Benefits

• Hybrid working model
• Real opportunities for progression as the business scales
• The chance to influence both customer experience and product development
• A culture that values ownership, impact, and continuous learning