Customer Support Manager- EMEA

Cerebras; Greater London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A dynamic tech company in Greater London is seeking a Customer Support Manager to champion customer needs and deliver high-quality support across technical and accounting-related issues. The role involves managing complex support cases, collaborating with cross-functional teams, and enhancing product experiences based on customer feedback. A successful candidate will have at least 3 years of experience in customer-facing SaaS roles and demonstrate strong problem-solving skills, technical aptitude, and a customer-first mindset. This position offers opportunities for leadership growth.

Qualifications

• 3+ years of experience in accounting, audit, finance, or customer-facing SaaS roles.
• Strong comfort troubleshooting accounting data and financial workflows.
• Ability to learn new software platforms quickly.

Responsibilities

• Own and resolve complex technical and accounting-related support cases.
• Manage daily support tickets and customer inquiries across channels.
• Build trusted relationships with customers and monitor their satisfaction.

Skills

Customer-first mindset

Strong technical aptitude

Excellent attention to detail

Problem-solving

Strong written and verbal communication

Education

Bachelor’s degree or equivalent practical experience

Tools

ERP platforms (QuickBooks, Xero, Sage Intacct, NetSuite)

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