Customer Support Manager – EMEA

About the role

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.

Key responsibilities

• Own and resolve complex technical and accounting‑related support cases with speed, accuracy, and empathy.
• Manage daily support tickets across email, chat and other channels, troubleshooting ERP workflows and accounting data issues.
• Monitor customer health and sentiment, identify trends, and flag product gaps to improve retention.
• Collaborate with Product and Engineering to report bugs, reproduce issues and provide structured feedback.
• Develop and maintain support playbooks, help articles and self‑service resources such as FAQs and tutorials.

Required profile

• 3+ years of experience in accounting, audit, finance or customer‑facing SaaS roles (support, implementation, CS, account management).
• Strong technical aptitude with the ability to quickly learn new software platforms.
• Customer‑first mindset, high empathy and ownership, organized with attention to detail.
• Clear communicator with strong written and verbal skills, comfortable managing multiple priorities.
• Growth mindset with interest in mentoring and future leadership development.

Required skills

• QuickBooks
• Xero
• Sage Intacct
• NetSuite