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Campfire · 1 day ago

Customer Support Lead

United States

Full-time

Remote

Senior Level

5+ years exp

Campfire is seeking a Lead of Customer Support to champion user interactions and ensure a seamless experience on their platform. This role involves leading a support team, refining best practices, and collaborating with cross-functional teams to enhance product usability based on customer feedback.

AccountingArtificial Intelligence (AI)FinanceFinTechSoftware

Culture & Values

Responsibilities

Lead, mentor, and develop a team of customer support specialists

Establish and refine support best practices, playbooks, and documentation

Monitor team performance and provide coaching to ensure high-quality delivery across all projects

Oversee the daily support queue, ensuring timely and accurate resolutions for high-value and complex accounts

Act as the final escalation point for technical or accounting-related issues, providing expert guidance to both customers and internal team members

Develop self-service resources, including video tutorials and help articles, to empower users and reduce support volume

Monitor health and sentiment across the customer base, identifying trends that could impact retention or satisfaction

Partner with Product and Engineering teams to advocate for customer needs, reporting bugs, and prioritizing feature requests

Provide feedback loops to influence roadmap decisions and improve product usability

Qualification

Customer support leadershipTechnical aptitudeERP experienceAccounting knowledgeStakeholder managementProblem-solvingCommunication skillsInterpersonal skillsAttention to detailAdaptabilityGrowth mindset

Required

5+ years of experience in accounting, audit, finance, or in customer-facing roles such as implementation, customer success, or account management, with at least 2-3 years in a leadership or team lead capacity

Strong technical aptitude with the ability to quickly learn and configure new software platforms

Bachelor's degree or equivalent experience in a relevant field

Proactive, adaptable, and able to thrive in a fast-paced environment

Excellent attention to detail with the ability to manage competing deadlines

Strong communication, interpersonal, and stakeholder management skills

Skilled problem-solver who can translate customer needs into actionable solutions

Growth mindset with a passion for continuous improvement—for yourself, your team, and the customer experience