Customer Support Consultant - Accountancy

About the role

Join a fast‑growing fintech software company as an Accountancy Customer Support Consultant in Wokingham. You will combine your accounting knowledge with strong customer service skills to help users of accounting software resolve issues and maximise the value of the product.

Key responsibilities

• Provide high‑quality second‑line support via phone and email to accountancy customers.
• Oversee the daily workflow of first‑line Customer Support Executives.
• Act as subject‑matter expert, mentoring team members on accounting concepts and customer service techniques.
• Collaborate with Compliance Specialists to identify training needs and deliver relevant sessions.
• Create and maintain support documentation, FAQs, user guides and knowledge‑base articles.
• Develop internal and customer‑facing training materials, including video content.
• Log, test and validate 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 field.
• Minimum six months experience in a customer service role.
• Working knowledge of UK tax self‑assessment, tax bands and calculation structures.
• Understanding of financial statements and general accounts preparation.
• Familiarity with double‑entry bookkeeping principles.
• Strong interest in software and technology.
• Excellent written and verbal communication skills.

Required skills

• UK tax self‑assessment knowledge
• Financial statements preparation
• Double‑entry bookkeeping