campfire - Customer Support Manager- EMEA

• 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 • 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