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Customer Support Manager

Campfire

New York, NYFull-time$100–140K/yrPosted 6mo agoVerified open 5 days ago
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At a glance

Compensation
$100–140K/yr
Location
New York, NY
Schedule
Full-time
Work Authorization
Not specified

Requirements

Credentials this posting asks for.

Bachelor's degree

Job overview

Campfire is hiring a Customer Support Manager. The Customer Support Manager at Campfire will champion customers by delivering fast, thoughtful, and high-quality technical and accounting support, owning complex cases, building deep product expertise, and shaping the support motion as the company scales.

Key focus areas include Own and resolve complex technical and accounting support cases with speed, accuracy, and empathy, Manage daily support tickets and customer inquiries across email, chat, and other channels, and Troubleshoot ERP workflows, accounting data issues, and product functionality.

Successful candidates bring 3+ Years Accounting Experience, 3+ Years Audit Experience, and 3+ Years Finance Experience. Important skills include Technical Aptitude, Learning New Software Platforms, Troubleshooting Accounting Data, Troubleshooting Financial Workflows, and Troubleshooting System Integrations. Preferred (not required): Problem-Solving, Product Expertise, Troubleshooting ERP Workflows, and Troubleshooting Product Functionality.

Skills & qualifications

RequiredNice to have

Skills

Technical AptitudeLearning New Software PlatformsTroubleshooting Accounting DataTroubleshooting Financial WorkflowsTroubleshooting System IntegrationsProblem-SolvingProduct ExpertiseTroubleshooting ERP WorkflowsTroubleshooting Product FunctionalityCustomer SatisfactionDocumentationBuilding Customer RelationshipsMonitoring Customer HealthIdentifying Trends in Support RequestsKnowledge TransferReporting BugsReproducing IssuesValidating FixesProduct Usability FeedbackWorkflow FeedbackFeature Gap FeedbackBuilding Support PlaybooksImproving Support WorkflowsCreating Help ArticlesMaintaining Internal GuidesMaintaining Customer-Facing Knowledge Base ContentSupporting Self-Service InitiativesQuickBooksXeroSage IntacctNetSuiteCustomer-First MindsetEmpathyOwnershipHighly OrganizedAttention to DetailManaging Multiple PrioritiesClear CommunicationThoughtful CommunicationCommunicationGrowth MindsetCoachingLeadership Development

Qualifications

3+ Years Accounting Experience3+ Years Audit Experience3+ Years Finance Experience3+ Years Customer-Facing SaaS Roles ExperienceBachelor's Degree or Equivalent Practical Experience

Full job description

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 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

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

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

You've read the whole posting — now see how you match it.

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Customer Support Manager at Campfire | Olive Jobs