Customer Support Manager

Role Summary

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.

PERSONAL ATTRIBUTES

• Customer-first mindset with strong empathy and ownership
• Highly organized with excellent attention to detail
• Comfortable managing multiple priorities in a fast-paced environment
• Clear, thoughtful communicator with strong written and verbal skills
• Growth mindset with interest in mentoring and future leadership development

Responsibilities

CUSTOMER SUPPORT DELIVERY

• 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 bases

CUSTOMER EXPERIENCE & RETENTION

• 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

CROSS-FUNCTIONAL COLLABORATION

• 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

PROCESS, PLAYBOOKS & SELF-SERVICE

• 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

EXPERIENCE & QUALIFICATIONS

• 3+ 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 platforms
• Comfort troubleshooting accounting data, financial workflows, and system integrations
• Bachelor’s degree or equivalent practical experience