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