customer support
Posted Jan 15Customer Support Manager
at Campfire
San Francisco, United StatesOn-site
Responsibilities
- 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
- 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
Requirements
- 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
- QUALIFICATIONS - 3+ years of
Benefits
- experience in accounting, audit, finance, or customer-facing SaaS roles (Support, Implementation, CS, Account Management) - Bonus:
Additional details
- 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
- experience 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