Customer Support Consultant-Accountancy

Customer Support Consultant – Accountancy Location: Wokingham Salary: Up to £24,800 A fast-growing fintech software company is seeking an Accountancy Customer Support Consultant to join its team in Wokingham. This role is ideal for someone with an accountancy background who wants to combine their technical knowledge with strong customer service skills. You will support customers using accounting software, providing practical, knowledge-based solutions while building strong relationships. The position also involves mentoring junior team members and contributing to continuous improvement across the support function. Key Responsibilities Deliver high-quality second-line support via telephone and email to accountancy customers Oversee the daily workflow of first-line Customer Support Executives Act as a subject matter expert, supporting and developing team members’ accounting knowledge and customer service skills Collaborate with Compliance Specialists to identify training needs and assist in delivering training Maintain a strong understanding of all company products Create, update, and maintain support documentation (FAQs, user guides, knowledge base articles) Develop internal and customer-facing training materials, including video content Act as the lead contact for Accounts Production products within the software suite Log and review product enhancements and defects, including testing and validation Participate in pre-release product testing Monitor and report on team performance against SLAs to the Head of Customer Care Skills & Experience Degree in Accountancy or a related field Minimum 6 months’ experience in a customer service role Working knowledge of UK tax, including self-assessment, tax bands, and calculation structures Understanding of financial statements, including balance sheets and general accounts preparation Familiarity with double-entry bookkeeping principles Strong interest in software and technology (role focuses on software support rather than complex tax advisory) Excellent written and verbal communication skills Personal Attributes Confident and professional telephone manner Clear and concise written communication Strong customer-focused approach Analytical and well-organised problem-solving skills Ability to coach, mentor, and share knowledge effectively Positive and professional approach when dealing with customers at all levels Proactive mindset with a drive to improve processes Ability to influence and engage others