Support Engineer - Finance

Jobgether; United States; Remote; USD 65,000 - 85,000; Full time

Benefits offered by this job

Fully remote

Competitive pay

Impactful industry work

Professional development

Global collaboration

Collaborative culture

Modern tools

Company events

Cross-functional exposure

Clear objectives

Job summary

Jobgether, a veterinary practice management SaaS, seeks a customer support specialist to handle finance-related inquiries, invoicing, and tax configurations. You will act as the primary contact for customers, resolve complex issues, and guide users through financial features.

This remote role emphasizes collaboration across Sales, Implementation, and Product teams in a fast-growing, international environment.

Qualifications

• Finance, accounting, payments background with ability to explain financial processes to customers.
• B2B SaaS support experience, ideally in finance-related software or complex business apps.
• Troubleshoot software configurations and guide users to effective solutions.
• Familiarity with invoicing, payment workflows, VAT/tax settings, financial reporting, and accounting integrations is a plus.
• Strong interpersonal skills and a customer-focused mindset.
• Excellent organization to manage multiple requests and meet targets.
• Fluent written and spoken English; additional languages a plus.
• Autonomy with cross-department collaboration to resolve complex cases.
• Comfort in a fast-growing, international SaaS environment.
• Experience in global/multicultural organizations is an advantage.
• Vet/healthcare software familiarity is beneficial but not required.

Responsibilities

• Provide high-quality customer support as the primary contact for customers.
• Resolve finance-related queries including invoicing, payments, VAT and tax configurations.
• Manage complex cases and escalations with stakeholders for timely resolution.
• Build strong relationships and guide customers on financial features of the platform.
• Improve support processes and streamline workflows for efficiency.
• Collaborate with Sales, Marketing, Implementation, and Product teams.
• Meet OKRs and contribute to team goals with high customer satisfaction.
• Contribute to broader business initiatives beyond support when possible.
• Maintain clear, professional communication in an international, distributed team.
• Follow working hours: 9:00 a.m. to 5:00 p.m. UK time.

Skills

Finance background

B2B SaaS support

Troubleshooting

Financial software

CRM

Prioritization

Communication

Collaboration

Adaptability

International experience

Industry exp. (vet/health)

Job description

Accountabilities:

- Provide high-quality customer support: Act as the primary point of contact for customers using the veterinary practice management platform, responding efficiently to inquiries and meeting agreed service levels and customer satisfaction targets.

- Resolve finance-related queries: Assist customers with invoicing, payment processing, VAT and tax configurations, financial reporting, accounting workflows, and related system settings.

- Manage complex cases and escalations: Take ownership of challenging customer issues, coordinate with relevant stakeholders, and ensure timely, effective resolution.

- Build strong customer relationships: Develop trusted relationships with customers of different sizes, understand their operational needs, and provide practical guidance on using the platform's financial features.

- Improve support processes: Work independently and collaboratively to establish best practices, streamline workflows, and continuously improve the quality and efficiency of customer support.

- Collaborate across departments: Partner with Sales, Marketing, Implementation, and Product Development teams to resolve customer challenges and contribute to an effective end-to-end customer experience.

- Meet performance objectives: Work toward individual objectives and key results (OKRs), contributing to team and business unit goals while maintaining high customer satisfaction and productivity.

- Contribute to wider business initiatives: Where priorities and capacity allow, support activities beyond customer service, including implementation, sales, marketing, and product-related initiatives.

- Maintain effective communication: Provide clear, professional, and timely responses to customers and colleagues in an international, distributed working environment.

- Follow established working hours: Operate within the team's standard schedule of 9:00 a.m. to 5:00 p.m. UK time.

Requirements:

- Finance or accounting background: Educational qualifications or professional experience in finance, accounting, payments, or a related field, with the ability to understand financial processes and explain them clearly to customers.

- Customer support experience: Previous experience supporting customers in a business-to-business (B2B) software-as-a-service (SaaS) environment, ideally involving finance-related software or complex business applications.

- Technical troubleshooting skills: The ability to investigate customer issues, understand software configurations, identify potential causes, and guide users toward effective solutions.

- Financial software knowledge: Familiarity with invoicing, payment workflows, VAT or tax settings, financial reporting, and accounting integrations is beneficial.

- Customer relationship management: Strong interpersonal skills and a customer-focused mindset, with the ability to build trust, manage expectations, and maintain high satisfaction levels.

- Organization and prioritization: The ability to manage multiple customer requests simultaneously, prioritize urgent issues, and deliver accurate responses within established service targets.

- Communication skills: Fluent written and spoken English is essential for supporting customers and collaborating with colleagues across international teams. Additional languages are an advantage.

- Collaboration and independence: Confidence working autonomously while coordinating effectively with colleagues and other departments to resolve complex cases and improve support practices.

- Adaptability: Comfort working in a fast-growing, international SaaS organization where processes evolve and continuous improvement is encouraged.

- International experience: Previous experience in a global or multicultural organization is an advantage.

- Industry experience: Familiarity with veterinary, healthcare, or practice management software is beneficial but not essential.

- Results-oriented mindset: The ability to work toward measurable objectives, maintain consistent service quality, and balance customer satisfaction with productivity expectations.

Benefits:

- Fully remote work: Work remotely within a distributed European team, with the flexibility associated with a remote-first working environment.

- Competitive compensation and benefits: Receive a competitive compensation package and employee benefits.

- Meaningful industry impact: Contribute to digital healthcare solutions that help veterinary professionals improve patient care and manage their practices more effectively.

- Professional development: Access learning opportunities and support for continued personal and professional growth.

- International collaboration: Work alongside talented colleagues from different countries and cultural backgrounds in a growing global organization.

- Collaborative work environment: Join a team that values continuous improvement, autonomy, diverse perspectives, and effective teamwork.

- Modern working tools: Access the tools and technology needed to perform your role effectively.

- Company events: Participate in regular company events that encourage connection, collaboration, and team engagement.

- Opportunities to contribute beyond support: Depending on business needs and capacity, gain exposure to other functions, including implementation, sales, marketing, and product development.

- Structured objectives and development: Work toward individual and team objectives that help clarify priorities and support continuous performance improvement.