Assistant Customer Support Accountant

Assistant Customer Support Accountant

Website freeagent FreeAgent

FreeAgent 🚀

FreeAgent is:

one of the UK’s most popular small business finance apps with over 110,000 customers. We help small businesses sort out the mess and the stress of managing their business finances loved and adored by customers.

We have an NPS of 70 (which is considered “exceptional”) rated 4.7⭐ on Trustpilot.

Make a difference 💫

We’re on a mission to make small businesses happier and more successful by putting them in control of their finances. Our accounting app is already used and loved by thousands of accountants and small businesses and this role is an exciting opportunity to contribute to a product that makes a real difference to its users and the businesses they run.

We’re seeing a revolution in the FinTech industry, and government initiatives such as Making Tax Digital and Open Banking are opening up new features and products for customers.The technology in this space is changing rapidly and at FreeAgent we’re working on the cutting edge. We’re focused on providing the best possible user experience for our growing customer base.

Our Support Team

We pride ourselves on our exceptional customer support, and to help us continue this we’re looking to expand our Support Team. This is a role which provides a great variety of work and has a unique mix of accounting and customer service, therefore you will need a strong understanding of accounting as well as the ability to communicate with customers.

Day to day you’d be helping users by:

Being the first point of contact for our customers, via phone, email, and online chat, and responding accurately and promptly to customer queries
Providing training to customers by way of outbound calls, both to people who are currently on a free trial, as well as subscribers who request further training
Proactively contacting users to see if they need help
Helping people who are interested in the product, but need more information to decide if it’s right for them
Assisting the product teams by testing new features or upgrades to existing functionality

Ideally you’ll:

Have a thorough and robust knowledge of accounting processes, supported by substantial experience in something like an accounts assistant or bookkeeping role
Be highly computer-literate and tech-savvy, understanding that online engagement is crucial to the success of our business
Have experience of working with small businesses, possess a clear understanding of their issues, and have a keen interest in how the right financial software can help them
Have experience of using a variety of bookkeeping and accounting software packages
Enjoy providing first-rate customer service and have experience of this from a previous role
Accounting qualifications (accounting degree, AAT, CIMA or ACCA) will be useful in helping you get up to speed, however being qualified by experience will be just as valuable. Anyone looking to complete their CIMA or ACCA should note that this role will not provide an opportunity to gain the practical experience necessary for these qualifications.

Benefits 🎁

Annual salary £20,000 – £23,000 per annum depending on experience, plus we provide a comprehensive package of employee benefits, which have been carefully selected to protect you, to promote healthy lifestyles, and to give you peace of mind. You can read more about these on our website. This is a permanent, full time role (Monday to Friday, 9am to 5pm). This role will be based in our Edinburgh office, there may be an opportunity to adopt hybrid working for this role and work under an agreed pattern from both the office and at home each week.

Creating the best place to work 👩🏽‍💻

We want people to be productive, to have career opportunities, to be focused on meaningful work and to have an excellent work/life balance. We value a diverse team, and we believe the variety of experiences and backgrounds in our team make us stronger. We believe in a learning culture and encourage self-development. We like to think we work smarter, not harder, and try to have fun doing it!

Over the last year we have adapted well to working remotely as we have been able to rely on our long established remote friendly practices. Looking to the future, we are excited to understand our ‘new normal’ and are committed to exploring the opportunities that a hybrid working environment could bring for our wider team.

This role will be predominately based in our amazing office in central Edinburgh. This space will remain as our hub, our working environment is light and bright, with inspiring spaces and quiet places. Find out more about life at HQ here!

While we’re remote we’re finding alternative ways to stay connected and enjoy activities together, from our virtual art club to exercise challenges and cake decorating competitions. See how we’ve been getting on!

Applying for the role ✍

Our application process is simple: just upload your CV and answer a few questions about why you are interested in this opportunity. Our selection process includes a phone call with a member of our Talent Team, followed by a practical exercise and two video interviews. We work hard to make the process as straightforward, transparent and enjoyable as possible.

We really care about building an inclusive and diverse team and we welcome applications from people with varied backgrounds and perspectives. We want to make sure that the people who build FreeAgent reflect our diverse customer base and bring with them a range of ideas and experiences. What unites us is an openness to suggestions and a drive to solve problems in the best way possible.

Don’t forget to tell us about why you think FreeAgent is the right place for you to make a difference!

To apply for this job please visit

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