Background

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)

• 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), 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
• 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

• Fixed asset accounting
• Depreciation concepts
• ATO depreciation rules
• IRD depreciation rules
• QuickBooks Online
• Xero
• Sage Intacct
• Excellent written and spoken English
• Customer support
• Client services
• Lease accounting (IFRS 16 or ASC 842)
• Freshdesk
• Zendesk
• Microsoft DevOps

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