Customer Support Manager jobs in United States
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Campfire · 5 days ago

Customer Support Manager

positionUnited States
timeFull-time
remoteRemote
seniorityMid Level
date3+ years exp

Campfire is seeking a Customer Support Manager to champion customer needs by providing high-quality support for technical and accounting-related inquiries. The role involves managing complex support cases, collaborating with cross-functional teams, and enhancing customer experience as the company scales.

AccountingArtificial Intelligence (AI)FinanceFinTechSoftware
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Culture & Values

Responsibilities

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
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
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
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

Qualification

Customer support managementTechnical troubleshootingERP platformsAccounting knowledgeSaaS experienceEmpathyOrganizational skillsCommunication skillsGrowth mindset

Required

3+ years of experience in accounting, audit, finance, or customer-facing SaaS roles (Support, Implementation, CS, Account Management)
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

Preferred

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

Company

Campfire

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Campfire offers an AI-native enterprise resource planning software for mid-sized and enterprise companies.
dateFounded in 2023
location
San Francisco, California, USA
people-size51-200 employees
web-link
https://meetcampfire.com

Funding

Current Stage
Growth Stage
Total Funding
$107.63M
Key Investors
AccelFoundation Capital
2025-10-15Series B· $65M
2025-06-30Series A· $39.13M
2024-02-27Seed· $3.5M

Leadership Team

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John Glasgow
CEO / CFO
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Company data provided by crunchbase