Customer Support Manager

As a Customer Support Manager at Campfire, you will be a frontline champion for our customers — ensuring fast, thoughtful, and high-quality support across technical and accounting-related needs. You will own complex support cases, build deep product expertise, and help shape the foundations of our support motion as we scale.You will work closely with Product, Engineering, and Customer Success to turn customer feedback into better product experiences and continuously improve how we support our users.This role is ideal for someone who loves problem-solving, thrives in fast-growing environments, and wants to grow into leadership over time.Key ResponsibilitiesCustomer Support DeliveryOwn and resolve complex technical and accounting-related support cases with speed, accuracy, and empathyManage daily support tickets and customer inquiries across email, chat, and other support channelsTroubleshoot ERP workflows, accounting data issues, and product functionalityProactively follow up to ensure full issue resolution and high customer satisfactionDocument recurring issues, best practices, and solutions in internal knowledge basesCustomer Experience & RetentionBuild trusted relationships with customers by providing thoughtful, high-quality supportMonitor customer health, sentiment, and recurring issues that could impact retentionIdentify trends in support requests and flag risks, product gaps, and improvement opportunitiesPartner closely with Customer Success to ensure seamless knowledge transferCross-Functional CollaborationWork with Product and Engineering to report bugs, reproduce issues, and validate fixesProvide structured feedback on product usability, workflows, and feature gapsContribute to product improvements by representing the voice of the customerProcess, Playbooks & Self-ServiceHelp build and improve support playbooks, workflows, and documentationCreate and maintain help articles, internal guides, and customer-facing knowledge base contentSupport self-service initiatives including FAQs, tutorials, and in-product guidanceExperience & Qualifications3+ 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 platformsComfort troubleshooting accounting data, financial workflows, and system integrationsBachelor’s degree or equivalent practical experiencePersonal AttributesCustomer-first mindset with strong empathy and ownershipHighly organized with excellent attention to detailComfortable managing multiple priorities in a fast-paced environmentClear, thoughtful communicator with strong written and verbal skillsGrowth mindset with interest in mentoring and future leadership development