Customer Support Manager- EMEA

The role

You will own and resolve complex technical and accounting-related support cases. You will work with Product, Engineering, and Customer Success to improve product experiences and support processes.

What you will do

• Own and resolve complex technical and accounting-related support cases
• Manage daily support tickets and customer inquiries across email, chat, and other channels
• Troubleshoot ERP workflows, accounting data issues, and product functionality
• Follow up to ensure issue resolution and customer satisfaction
• Document recurring issues, best practices, and solutions in internal knowledge bases
• Build trusted relationships with customers
• Monitor customer health, sentiment, and recurring issues
• Identify trends in support requests and flag risks or product gaps
• Partner with Customer Success to ensure knowledge transfer
• Work with Product and Engineering to report bugs, reproduce issues, and validate fixes

Required qualifications

• 3+ years of experience in accounting, audit, finance, or customer-facing SaaS roles
• 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
• 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

Nice to have

• Experience with ERP platforms (QuickBooks, Xero, Sage Intacct, NetSuite)

About the company

Campfire is a company where you will help shape the foundations of the support motion as the company scales.