At a Glance
- Tasks: Manage customer support queries and provide solutions via ticket requests.
- Company: Join AccountsIQ, a fast-growing SaaS company transforming financial management.
- Benefits: Enjoy 28 days leave, hybrid working, private health insurance, and life assurance.
- Other info: Exciting growth opportunities with a supportive and collaborative culture.
- Why this job: Be part of a dynamic team making a real impact in customer support.
- Qualifications: 2+ years in SaaS support, strong communication, and problem-solving skills required.
The predicted salary is between 30000 - 40000 £ per year.
The Company
At AccountsIQ, part of the AIQ Group, we’re on a mission to deeply understand our customers and deliver technology that enriches their lives. Alongside ExpenseIn, a leading expense management platform within the group, we provide smart, feature-rich financial management software designed for ambitious businesses that have outgrown basic starter systems or seek a simpler, more affordable alternative to complex, costly ERP solutions. Our cloud-based accounting software transforms the finance function, making it easier for multi-entity businesses to capture, process, and report their financial data with ease and efficiency.
The Role
Reporting to the Support Manager, the successful candidate will work with the team to manage Support queries via ticket requests. The Support Agent will be customer-focused, organised, a clear communicator, a keen trouble-shooter and team player.
What you’ll be doing
- Answering tickets from customers, both internal and external, via Salesforce in a timely and professional manner.
- Responding to customer queries who are users on our accounts software, ranging from user logins to report mismatches.
- Ensuring a resolution is achieved where possible in the first response.
- Obtaining and evaluating all relevant data to handle queries, which may require contacting the user via phone.
- Providing customers with the relevant information about the organisation’s service and product information.
- Identifying, escalating priority issues and reporting to the senior team members.
- Following up on complicated customer contacts, if needed, such as technical fixes.
- Communicating and coordinating with internal departments as needed to resolve customer issues.
- Recording details of comments, inquiries, complaints, and actions taken.
- Completing call notes when needed, and inputting this information into Salesforce.
- Required to maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures when you see fit.
- Required to maintain industry knowledge by studying new product updates, such as new features or improved modules, and participating in educational opportunities.
What you’ll need
- 2+ years’ experience in SaaS customer support, ideally in a high-volume, ticket-based environment.
- Experience using ticketing systems (e.g. Salesforce, Zendesk) to manage and resolve customer queries efficiently.
- Strong troubleshooting and problem-solving skills, with the ability to investigate issues and identify root causes.
- Confident written and verbal communication skills, particularly when explaining financial or technical concepts to non-expert users.
- Experience handling customer queries across multiple channels, including phone and email.
- High attention to detail and accuracy when working with customer data and financial information.
- Ability to manage multiple queries, prioritise effectively, and meet response SLAs.
- Proactive, ownership-driven approach to resolving issues and improving the customer experience.
- Bookkeeping or accounting knowledge/experience is a strong advantage – solid understanding of reconciliations, journals, ledgers, and reporting discrepancies, with the ability to interpret and explain financial data confidently.
What’s the hiring process
- An initial call with our People team to discuss your application.
- An interview with the hiring manager.
- A final interview with the hiring manager and our Head of Support, this may also include a small task/exercise which you’ll be briefed on before the call.
Why work with us
AIQ Group is a multi-product SaaS business, bringing together ExpenseIn and AccountsIQ, and recently ranked #477 in the Financial Times FT1000 list of Europe’s fastest-growing companies in 2026. As a forward-thinking and collaborative organisation, we combine drive, energy and ambition with a supportive, down-to-earth culture that enables people to do their best work. Our TEAM values (Together, Energy, Action, and Mindset) sit at the core of how we work and grow as a business. Following a €60M investment in 2024, it’s an exciting time to join the group as we continue to scale, enhance our products, and elevate the service we provide to our customers.
Some of our perks
- 28 days annual leave + bank holidays + your birthday off.
- Hybrid working from London or Dublin offices.
- Working from abroad – up to 6 weeks per calendar year.
- Private Health Insurance.
- Life Assurance – 4 x Salary.
By submitting your application, you agree that AccountsIQ Group may collect your personal data for recruiting, global organisation planning, and related purposes. AccountsIQ Group’s Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over AccountsIQ Group’s use of your personal information.
Support Agent in Bristol employer: AccountsIQ
At AccountsIQ, we pride ourselves on being an exceptional employer that fosters a collaborative and supportive work culture. With a focus on employee growth and development, we offer hybrid working options from our vibrant London or Dublin offices, alongside generous benefits such as 28 days of annual leave, private health insurance, and the opportunity to work abroad for up to six weeks each year. Join us as we continue to innovate in the SaaS space and make a meaningful impact on our customers' financial management journeys.
StudySmarter Expert Advice🤫
We think this is how you could land Support Agent in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AccountsIQ. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AccountsIQ before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Agent in Bristol
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AccountsIQ:Your cover letter is your chance to shine! Tell us why you want to work at AccountsIQ specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AccountsIQ!
How to prepare for a job interview at AccountsIQ
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
