Customer Support Lead

About the Role
As the Lead of Customer Support at Campfire, you will be the champion for our users, ensuring every interaction with our platform is seamless and successful. You will lead, mentor, and scale a high-performing support team dedicated to resolving complex technical and accounting-related inquiries. You will serve as the strategic voice of the customer, defining the standard for support excellence and collaborating cross-functionally to transform user feedback into product improvements.

Key Responsibilities

Leadership & Strategy

• 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.

Support Delivery & Excellence

• 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.

Cross-Functional Collaboration

• 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.

Experience & Qualifications

• 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 preference for candidates who have lead customer support teams and built up offshore support teams

• Bonus: At least 1 year of ERP experience (QuickBooks, Xero, Sage Intacct, NetSuite).

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

• Bachelor’s degree or equivalent experience in a relevant field.

Personal Attributes

• 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.