Customer Support Specialist - Accounting (AAC0001)

We are looking for a Customer Support Specialist for a growing, fully remote, Australian B2B fintech SaaS company. They sell monthly and annual subscriptions to companies and accounting firms around the world to automate their fixed asset depreciation and lease accounting.

Their platform integrates with leading general ledger systems, including QuickBooks Online, Xero, and Sage Intacct, and is trusted by accountants and finance teams across Australia, New Zealand, and beyond.

Responsibilities:

Ticket Management & Resolution
• Respond to inbound support tickets via Freshdesk Omni (email, chat, and other channels) promptly and professionally
• Investigate and resolve platform queries with care, accuracy, and a clear audit trail
• Leverage Freshdesk’s AI-assisted tooling to triage, prioritise, and respond efficiently

Accounting & Platform Support
• Provide informed support on fixed asset depreciation concepts, including:
◦ Common depreciation methods (straight-line, diminishing value, units of use)
◦ ATO effective life and depreciation rules under ITAA 1997
◦ IRD depreciation rules and rates applicable to New Zealand businesses
• Support clients navigating lease accounting workflows under IFRS 16 and ASC 842 where applicable
• Assist subscribers with GL integration queries across QuickBooks Online, Xero, and Sage Intacct

Escalation & Collaboration
• Escalate complex platform issues to the Customer Success Manager (Esme) with clear documentation
• Raise confirmed software bugs or feature requests through integrated Microsoft DevOps tooling
• Collaborate with the broader CS team to share knowledge and maintain consistency of response

Onboarding & Knowledge
• Support new subscribers through the onboarding process, ensuring early adoption and platform confidence
• Maintain and contribute to knowledgebase resources, help articles, and internal support documentation
• Identify recurring query patterns and surface process improvement opportunities to the CS Manager

Qualifications:

Essential
• Mid-to-senior level accounting background — you understand the numbers, not just the software
• Strong familiarity with fixed asset accounting and depreciation concepts
• Working knowledge of ATO depreciation rules (effective life, diminishing value, prime cost) and/or IRD depreciation rules for NZ
• Proficiency with at least one major GL platform: QuickBooks Online, Xero, or Sage Intacct
• Excellent written and spoken English — your communication is clear, professional, and empathetic
• Experience in a customer support or client services role, preferably within a software or SaaS environment
• Comfortable working independently in a fully remote environment during ANZ business hours

Highly Regarded
• Hands-on experience with lease accounting under IFRS 16 or ASC 842
• Familiarity with Freshdesk, Zendesk, or a comparable helpdesk ticketing platform
• Exposure to Microsoft DevOps or similar issue-tracking tools
• Experience supporting Australian or New Zealand clients
• Prior experience in a B2B SaaS or fintech environment
• CPA, CA, or equivalent professional accounting qualification (or progress toward one)