Campfire is seeking a Customer Support Manager to champion customer needs by providing high-quality support for technical and accounting-related issues. The role involves managing complex support cases, collaborating with cross-functional teams, and contributing to product improvements based on customer feedback.
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
- Proactively follow up to ensure full issue resolution and high customer satisfaction
- Document recurring issues, best practices, and solutions in internal knowledge base
- 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
Requirements:
- 3+ years of experience in accounting, audit, finance, or customer-facing SaaS roles (Support, Implementation, CS, Account Management)
- 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
- Experience with ERP platforms (QuickBooks, Xero, Sage Intacct, NetSuite)