Customer Support Accountant

About the Team and Company

Join a dynamic Support Team that values exceptional customer service within the fintech sector. Our team is comprised of qualified and part-qualified bookkeepers and accountants. We prioritize internal development through in-house training and support for further education to maintain high standards in a happy, diverse, and high-performing environment.

Role Overview

We are seeking mid-level Customer Support Accountants with accounting industry experience to enhance our customer experience. This permanent position is based initially in Edinburgh and includes a structured training program, after which hybrid work with two days in the office and three days remote is offered.

Primary Responsibilities

• Act as the initial contact point for customers via phone, email, and online chat, delivering accurate and prompt responses.
• Conduct outbound training calls to users on free trials and subscribers requesting additional support.
• Proactively reach out to users to offer assistance.
• Provide information and guidance to potential customers considering the product.
• Collaborate with product teams by testing new features and updates.

Candidate Profile

• Possess at least 2-3 years of relevant accounting experience including payroll RTI, VAT, and Self Assessment, gained in roles such as accounts assistant, accounting practice, or bookkeeping.
• Demonstrate a strong understanding of accounting processes supported by practical experience.
• Be tech-savvy with high computer literacy, recognizing the importance of online engagement.
• Have familiarity with bookkeeping and accounting software for small businesses.
• Enjoy providing excellent customer service with prior experience in client-facing roles.

Note: This role does not provide practical experience required for CIMA or ACCA qualifications.

Work-Life Balance and Culture

We promote a healthy work-life balance with a 35-hour workweek (Monday to Friday, 9am to 5pm). Our Edinburgh headquarters is designed to support collaboration and includes advanced audiovisual technology for distributed teams. We foster a supportive, no-blame culture valuing hard work and kindness.

Compensation and Benefits

• Annual salary ranging from £31,500 to £35,500 depending on experience and performance.
• 33 days of holiday annually, increasing by one additional day per year of service.
• Flexible hybrid working arrangements post-training.
• Private healthcare and life insurance coverage.
• 5% matched pension contributions.
• Summer four-day workweeks providing 8 extra days off.
• Employee share schemes with buy-as-you-earn options.
• Unpaid sabbatical leave.
• Cycle to work scheme.
• Wellness-focused webinars.
• Dedicated learning time and budget for professional development.
• Volunteering day annually.

Additional Details

Our team is preparing to relocate to a new office west of Edinburgh with excellent facilities and transport links. Further details will be provided during the recruitment process.

We are committed to equal opportunity employment and strongly encourage candidates from varied backgrounds to apply, including those who may not meet all listed criteria.