Customer Support Manager

As a Customer Support Manager at Campfire, you will be a frontline champion for our customers — ensuring fast, thoughtful, and high-quality support across technical and accounting-related needs. You will own complex support cases, build deep product expertise, and help shape the foundations of our support motion as we scale.

You will work closely with Product, Engineering, and Customer Success to turn customer feedback into better product experiences and continuously improve how we support our users.

This role is ideal for someone who loves problem-solving, thrives in fast-growing environments, and wants to grow into leadership over time.

KEY RESPONSIBILITIES

CUSTOMER SUPPORT DELIVERY

- Own and resolve complex technical and accounting-related support cases with speed, accuracy, and empathy

- Manage daily support tickets and customer inquiries across email, chat, and other support channels

- Troubleshoot ERP workflows, accounting data issues, and product functionality

- Proactively follow up to ensure full issue resolution and high customer satisfaction

- Document recurring issues, best practices, and solutions in internal knowledge bases

CUSTOMER EXPERIENCE & RETENTION

- 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, ...