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Customer Support Manager - EMEA

CampfireLondon
On-site Full-time

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Experience Level

Manager

Qualifications

Key ResponsibilitiesCustomer Support DeliveryManage and resolve intricate technical and accounting-related support cases efficiently, accurately, and empathetically. Oversee daily support inquiries and tickets across email, chat, and other communication channels. Diagnose ERP workflow challenges, accounting data discrepancies, and product functionality issues. Proactively engage with customers to ensure comprehensive issue resolution and enhanced satisfaction. Document recurring challenges, effective practices, and solutions within internal knowledge bases. Customer Experience & RetentionEstablish trustworthy relationships with customers by delivering thoughtful, high-quality support. Monitor customer health, sentiment, and recurring issues that may impact retention. Identify trends in support inquiries, highlighting risks, product gaps, and opportunities for improvement. Collaborate closely with Customer Success to ensure smooth knowledge transfer. Cross-Functional CollaborationPartner with Product and Engineering teams to report bugs, replicate issues, and confirm fixes. Provide structured feedback on product usability, workflows, and feature deficiencies. Contribute to product enhancements by voicing customer perspectives. Process, Playbooks & Self-ServiceAssist in developing and optimizing support playbooks, workflows, and documentation. Create and maintain help articles, internal guides, and customer-facing knowledge base content.

About the job

Campfire seeks a Customer Support Manager for the EMEA region, based in London. This position focuses on assisting customers with both technical and accounting questions, managing complex support cases, and developing a deep understanding of Campfire’s products. As Campfire expands, this role will influence how the company supports its users and shapes the customer experience.

What you will do

  • Handle a variety of customer support cases, including those involving technical and accounting matters
  • Build and maintain detailed knowledge of Campfire’s products
  • Collaborate with Product, Engineering, and Customer Success teams to share customer feedback and drive product improvements
  • Help refine and enhance support processes and strategies as the company grows

Who this role suits

This role is a good match for someone who enjoys working through challenges, adapts easily to new situations, and is interested in developing leadership skills over time.

About Campfire

Campfire is an innovative company dedicated to providing exceptional customer support. Our mission is to empower our customers through effective communication and solutions that foster long-term relationships. Join us and be part of a team that values growth, collaboration, and customer satisfaction.

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