About the job
About the Role
As the Customer Support Lead at Campfire, you will play a pivotal role in advocating for our users, ensuring that their interactions with our platform are smooth and successful. You will lead, mentor, and expand a high-performing support team focused on addressing intricate technical and accounting inquiries. As the strategic voice of the customer, you will set the standard for support excellence and work collaboratively across departments to transform user feedback into actionable product enhancements.
Key Responsibilities
Leadership & Strategy
Lead, mentor, and nurture a team of customer support specialists.
Establish and enhance support best practices, playbooks, and documentation.
Monitor team performance and provide coaching to ensure high-quality service across all projects.
Support Delivery & Excellence
Manage the daily support queue, ensuring prompt and precise resolutions for high-value and complex accounts.
Act as the final escalation point for technical or accounting-related inquiries, offering expert guidance to both customers and internal teams.
Create self-service resources, including video tutorials and help articles, to empower users and alleviate support demand.
Assess customer health and sentiment, identifying trends that may influence retention and satisfaction.
Cross-Functional Collaboration
Collaborate with Product and Engineering teams to advocate for customer needs, report bugs, and prioritize feature requests.
Provide feedback loops to shape roadmap decisions and enhance product usability.
Experience & Qualifications
A minimum of 5 years of experience in accounting, audit, finance, or customer-facing roles such as implementation, customer success, or account management, including at least 2-3 years in a leadership position.
Strong preference for candidates who have led customer support teams and developed offshore support teams.
Bonus: At least 1 year of ERP experience (QuickBooks, Xero, Sage Intacct, NetSuite).
Demonstrated technical aptitude with the ability to quickly assimilate new tools and technologies.

