Customer Support Accountant

Overview

We pride ourselves on our exceptional customer support and are looking for accounting/bookkeeping professionals to join our Support Team. The role is a mid‑level Support Accountant with knowledge of accounting industry processes.

Department / Location

Department: Support
Location: Edinburgh

Compensation

Salary band: £30,000 – £34,000 per year.

Role

As a Customer Support Accountant you will be the first point of contact for customers via phone, email, and online chat, responding accurately and promptly to queries. You will provide training to customers, proactively contact users for assistance, help potential customers assess the product, and assist product teams with testing new features.

Day‑to‑Day Responsibilities

• First point of contact for customers via phone, email, and online chat
• Provide training to customers via outbound calls
• Proactively contact users to see if they need help
• Help potential customers decide if the product is right for them
• Assist product teams in testing new features or upgrades

Ideal Candidate

• Minimum 2‑3 years of practical accounting experience (e.g., payroll RTI, VAT, Self‑Assessment)
• Thorough knowledge of accounting processes with practical experience
• High computer literacy and tech‑savvy, comfortable with online engagement
• Awareness of bookkeeping and accounting software for small business owners
• Enjoys providing first‑rate customer service; prior similar experience

Note: The role will not provide the practical experience needed for CIMA or ACCA qualifications.

Work Life

35‑hour workweek, no long hours. Strong work‑life balance and a 5‑day hybrid model after initial training. Edinburgh HQ equipped with AV for collaboration, and remote work is well supported.

Work Pattern

Permanent role, Monday to Friday 9 am–5 pm. Initially based in Edinburgh office for a minimum of 6 months training. Post‑training, hybrid working available: 2 days office, 3 days home each week.

Perks

• 33 days holiday + 1 extra day per year of service
• Flexible/hybrid working
• Private health care
• Life assurance
• 5 % matched pension contributions
• Summer 4‑day weeks (8 additional days off)
• Buy‑as‑you‑earn share schemes
• Sabbatical leave (unpaid)
• Cycle to work scheme
• Wellness webinars
• Focused learning time and learning budgets
• Volunteering day

Equal Opportunities

FreeAgent is an equal opportunities employer. We encourage applications from individuals of diverse backgrounds and perspectives. All applicants are considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, age, disability, family or parental status. We aim to avoid requiring all listed criteria to apply, recognising the barriers to under‑represented groups.