Graduate Accountancy Customer Support

About the role

This graduate position offers the chance to combine an accountancy background with a passion for technology. Working for a fast‑growing fintech software company, you will provide second‑line support to customers using accounting software, while developing your own expertise and mentoring junior staff.

Key responsibilities

• Deliver high‑quality second‑line telephone and email support to accountancy customers.
• Oversee daily workflow of first‑line Customer Support Executives.
• Act as subject‑matter expert, coaching team members on accounting knowledge and customer‑service skills.
• Collaborate with Compliance Specialists to identify training needs and help deliver training.
• Maintain up‑to‑date support documentation, FAQs, user guides and knowledge‑base articles.
• Create internal and customer‑facing training materials, including video content.
• Serve as lead contact for Accounts Production products within the software suite.
• Log, review and test product enhancements and defects, participating in pre‑release testing.
• Monitor team performance against SLAs and report to the Head of Customer Care.

Required profile

• Degree in Accountancy or a related discipline.
• Minimum six months’ experience in a customer‑service role.
• Working knowledge of UK tax basics, self‑assessment and tax bands.
• Understanding of financial statements, balance sheets and general accounts preparation.
• Familiarity with double‑entry bookkeeping principles.
• Strong interest in software and technology.
• Excellent written and verbal communication skills.

Required skills