Customer Support Specialist - Accounting (AAC0001)

Makati City, Metro Manila Angeles City, Pampanga
Permanent
Full-time

28 days ago

We are looking for a Customer Support Specialist for a growing, fully remote, Australian B2B fintech SaaS company. They sell monthly and annual subscriptions to companies and accounting firms around the world to automate their fixed asset depreciation and lease accounting.Their platform integrates with leading general ledger systems, including QuickBooks Online, Xero, and Sage Intacct, and is trusted by accountants and finance teams across Australia, New Zealand, and beyond.Responsibilities:Ticket Management & Resolution

Respond to inbound support tickets via Freshdesk Omni (email, chat, and other channels) promptly and professionally
Investigate and resolve platform queries with care, accuracy, and a clear audit trail
Leverage Freshdesk's AI-assisted tooling to triage, prioritise, and respond efficiently

Accounting & Platform Support

Provide informed support on fixed asset depreciation concepts, including:

◦ Common depreciation methods (straight-line, diminishing value, units of use)
◦ ATO effective life and depreciation rules under ITAA 1997
◦ IRD depreciation rules and rates applicable to New Zealand businesses

Support clients navigating lease accounting workflows under IFRS 16 and ASC 842 where applicable
Assist subscribers with GL integration queries across QuickBooks Online, Xero, and Sage Intacct

Escalation & Collaboration

Escalate complex platform issues to the Customer Success Manager (Esme) with clear documentation
Raise confirmed software bugs or feature requests through integrated Microsoft DevOps tooling
Collaborate with the broader CS team to share knowledge and maintain consistency of response

Onboarding & Knowledge

Support new subscribers through the onboarding process, ensuring early adoption and platform confidence
Maintain and contribute to knowledgebase resources, help articles, and internal support documentation
Identify recurring query patterns and surface process improvement opportunities to the CS Manager

Qualifications:Essential

Mid-to-senior level accounting background - you understand the numbers, not just the software
Strong familiarity with fixed asset accounting and depreciation concepts
Working knowledge of ATO depreciation rules (effective life, diminishing value, prime cost) and/or IRD depreciation rules for NZ
Proficiency with at least one major GL platform: QuickBooks Online, Xero, or Sage Intacct
Excellent written and spoken English - your communication is clear, professional, and empathetic
Experience in a customer support or client services role, preferably within a software or SaaS environment
Comfortable working independently in a fully remote environment during ANZ business hours

Highly Regarded

Hands-on experience with lease accounting under IFRS 16 or ASC 842
Familiarity with Freshdesk, Zendesk, or a comparable helpdesk ticketing platform
Exposure to Microsoft DevOps or similar issue-tracking tools
Experience supporting Australian or New Zealand clients
Prior experience in a B2B SaaS or fintech environment
CPA, CA, or equivalent professional accounting qualification (or progress toward one)

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