At a Glance
- Tasks: Champion customer support, resolve complex cases, and enhance product experiences.
- Company: Join Campfire, a fast-growing tech company focused on customer satisfaction.
- Benefits: Competitive salary, growth opportunities, and a supportive work environment.
- Other info: Ideal for those looking to grow into leadership while making a difference.
- Why this job: Be the voice of the customer and drive impactful changes in a dynamic setting.
- Qualifications: 3+ years in customer-facing roles; strong problem-solving and communication skills.
The predicted salary is between 36000 - 44000 £ per year.
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
- 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, and documentation
- Create and maintain help articles, internal guides, and customer-facing knowledge base content
- Support self-service initiatives including FAQs, tutorials, and in-product guidance
Experience & Qualifications
- 3+ years of experience in accounting, audit, finance, or customer-facing SaaS roles (Support, Implementation, CS, Account Management)
- Bonus: Experience with ERP platforms (QuickBooks, Xero, Sage Intacct, NetSuite)
- Strong technical aptitude and ability to quickly learn new software platforms
- Comfort troubleshooting accounting data, financial workflows, and system integrations
- Bachelor’s degree or equivalent practical experience
Personal Attributes
- Customer-first mindset with strong empathy and ownership
- Highly organized with excellent attention to detail
- Comfortable managing multiple priorities in a fast-paced environment
- Clear, thoughtful communicator with strong written and verbal skills
- Growth mindset with interest in mentoring and future leadership development
Customer Support Manager- EMEA in London employer: Cerebras
Graphcore is an exceptional employer located in the vibrant city of Bristol, offering a dynamic work culture that fosters innovation and collaboration. Employees benefit from competitive salaries, flexible working arrangements, and generous leave policies, alongside opportunities for professional growth in cutting-edge AI technology. With a focus on employee well-being, including private medical insurance, Graphcore stands out as a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager- EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cerebras. 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 Cerebras 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 Customer Support Manager- EMEA in London
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 Cerebras:Your cover letter is your chance to shine! Tell us why you want to work at Cerebras 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 Cerebras!
How to prepare for a job interview at Cerebras
✨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.
