What are the responsibilities and job description for the Customer Support Manager position at Campfire?
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 Responsibilitie
sCustomer Support Deliver
- yOwn and resolve complex technical and accounting-related support cases with speed, accuracy, and empath
- yManage daily support tickets and customer inquiries across email, chat, and other support channel
- sTroubleshoot ERP workflows, accounting data issues, and product functionalit
- yProactively follow up to ensure full issue resolution and high customer satisfactio
- nDocument recurring issues, best practices, and solutions in internal knowledge base
s
Customer Experience & Retenti
- onBuild trusted relationships with customers by providing thoughtful, high-quality suppo
- rtMonitor customer health, sentiment, and recurring issues that could impact retenti
- onIdentify trends in support requests and flag risks, product gaps, and improvement opportuniti
- esPartner closely with Customer Success to ensure seamless knowledge transf
er
Cross-Functional Collaborat
- ionWork with Product and Engineering to report bugs, reproduce issues, and validate fi
- xesProvide structured feedback on product usability, workflows, and feature g
- apsContribute to product improvements by representing the voice of the custo
mer
Process, Playbooks & Self-Ser
- viceHelp build and improve support playbooks, workflows, and documenta
- tionCreate and maintain help articles, internal guides, and customer-facing knowledge base con
- tentSupport self-service initiatives including FAQs, tutorials, and in-product guid
ance
Experience & Qualific
- ations3 years of experience in accounting, audit, finance, or customer-facing SaaS roles (Support, Implementation, CS, Account Manag
- ement)Bonus: Experience with ERP platforms (QuickBooks, Xero, Sage Intacct, Net
- Suite)Strong technical aptitude and ability to quickly learn new software pla
- tformsComfort troubleshooting accounting data, financial workflows, and system integr
- ationsBachelor’s degree or equivalent practical expe