Customer Support Manager (SaaS)

TL;DR

Customer Support Manager (SaaS): Providing high-quality technical and accounting support for users of a financial platform with an accent on troubleshooting ERP workflows and resolving complex cases. Focus on bridging the gap between customer feedback and product improvements while building support playbooks.

Location: On-site in London

Company

hirify.global is a fast-growing company specializing in financial and accounting-related software solutions.

What you will do

• Own and resolve complex technical and accounting-related support cases via email, chat, and other channels.
• Troubleshoot ERP workflows, accounting data issues, and overall product functionality.
• Collaborate with Product and Engineering teams to report bugs, validate fixes, and provide feedback on usability.
• Monitor customer health and sentiment to identify trends, product gaps, and retention risks.
• Develop and maintain internal knowledge bases, support playbooks, and customer-facing help articles.
• Support self-service initiatives including FAQs and tutorials.

Requirements

• 3+ years of experience in accounting, audit, finance, or customer-facing SaaS roles (Support, Implementation, or CS).
• Strong technical aptitude and the ability to learn new software platforms quickly.
• Comfort troubleshooting financial workflows and system integrations.
• Bachelor’s degree or equivalent practical experience.

Nice to have

• Experience with ERP platforms such as QuickBooks, Xero, Sage Intacct, or NetSuite.

Culture & Benefits

• Growth-oriented environment with an interest in mentoring and future leadership development.
• Dynamic, fast-paced work culture.
• Opportunity to shape the foundations of the support motion as the company scales.