FreeAgent
Customer Support Accountant
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Customer Support Accountant
Department: Support Location: Edinburgh Compensation: £30,000–£34,000 per year
About the Role
We’re seeking accounting/bookkeeping professionals with 2–3+ years of relevant experience to join our Support Team in Edinburgh. As a mid-level Customer Support Accountant, you’ll leverage your hands-on accounting knowledge to elevate our customer experience while receiving structured training, career development, and the opportunity to work in fintech.
Our team is built on exceptional support, growth opportunities, and a collaborative culture. We provide in-house learning and development, with support for further studies to ensure high performance and team happiness.
🔹 Read more about life in our Support Team here (blog link implied).
The Key Responsibilities
As a Customer Support Accountant, your role will include:
- Being the first point of contact for customers via phone, email, and online chat, resolving queries promptly and accurately
- Providing training via outbound calls—targeting:
- Users on a free trial
- Subscribers requesting further guidance
- Proactively engaging with users to check if they need additional help
- Supporting potential customers by providing detailed product information
- Assisting product teams in:
- Testing new features
- Evaluating upgrades to existing functionality
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Ideal Candidates
We’re looking for professionals who:
- Demonstrable & practical experience (2–3+ years) in accounting, such as:
- Working with payroll (RTI), VAT, or Self Assessment
- Experience in accounting practices, bookkeeping, or similar roles
- In-depth, hands-on knowledge of accounting processes
- High computer literacy & tech-savviness, with familiarity working with:
- Bookkeeping/accounting software used by small businesses
- Strong customer service skills, with prior professional experience
- A passion for delivering exceptional service
🔹 Note for CIMA/ACCA Qualifikationes:
This role does not provide practical experience necessary for these qualifications.
Why Your Work Life Will Be Great
We prioritise a strong work-life balance, with:
- 35-hour workweek
- Fab Edinburgh HQ with premium collaboration features (e.g., high-quality A/V)
👥 Company Culture:
Inspiration: “Work hard, be nice to people, and the rest will sort itself out!”
Work Pattern
- Monday–Friday, 9:00 AM–5:00 PM, in our Edinburgh office.
- Initial training period of at least 6 months on-site, followed by the option to adopt a hybrid model (2 days in office, 3 days home).
- 🚀 Edinburgh relocation alert: We’re moving to a new HQ in early 2025, with exceptional employer facilities and transport links.
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Perks
Competitive salary band of £30,000–£34,000, linked to performance and growth potential: ✅ 33 days holiday (+1 bonus day yearly) ✅ Flexible/hybrid working models (competitive post-training) ✅ Private healthcare ✅ 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 for commuters ✅ Wellness webinars ✅ Learning budgets + focused time for development ✅ Volunteer day
Equal Opportunities & Inclusive Culture
🖤 At FreeAgent, we actively foster a diverse, happy, and highly-performing team. We encourage applications from underrepresented groups, regardless of:
- ethnicity
- religion
- sexual orientation
- gender identity
- age
- disability
- family/parental status
⚠ Note: We strive for precise yet inclusive job ads—research shows underrepresented groups apply less frequently when they don’t perfectly match criteria. We warmly encourage you to apply even if you only meet some of the listed requirements!
Ready to apply? Learn about our hiring process here.
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