Customer Support Manager

About the role

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.

Key responsibilities

• Own and resolve complex technical and accounting-related support cases with speed, accuracy, and empathy.
• Manage daily support tickets and inquiries across email, chat, and other channels, troubleshooting ERP workflows and product functionality.
• Monitor customer health, sentiment, and recurring issues; identify trends and flag product gaps to improve retention.
• Collaborate with Product and Engineering to report bugs, reproduce issues, and provide structured feedback on usability.
• Contribute to support playbooks, documentation, and self‑service resources such as FAQs and tutorials.

Required profile

• 3+ years of experience in accounting, audit, finance, or customer‑facing SaaS roles (Support, Implementation, CS, Account Management).
• Bachelor’s degree or equivalent practical experience.
• Customer‑first mindset with strong empathy, ownership, and excellent communication skills.

Required skills

• QuickBooks
• Xero
• Sage Intacct
• NetSuite