We are seeking a Customer Support Specialist for a fully remote, Australian B2B fintech SaaS company that provides a platform to automate fixed asset depreciation and lease accounting for businesses and accounting firms globally. The specialist will support clients using the platform, resolve technical and accounting-related queries, and ensure smooth onboarding and ongoing platform adoption.
What You'll Do
- 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
- Provide informed support on fixed asset depreciation concepts, including: Common depreciation methods (straight-line, diminishing value, units of use)
- Provide informed support on fixed asset depreciation concepts, including: ATO effective life and depreciation rules under ITAA 1997
- Provide informed support on fixed asset depreciation concepts, including: 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
- 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
- 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
What We're Looking For
- 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
Nice to Have
- 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)
Technical Stack
- Freshdesk Omni
- QuickBooks Online
- Xero
- Sage Intacct
- Microsoft DevOps
Team & Environment
- Reporting to: Customer Success Manager (Esme)
Work Mode
- Fully remote during ANZ business hours
- Open to candidates in Australia, New Zealand, and beyond
