Support Agent

About the company

AccountsIQ, part of the AIQ Group, builds smart financial management software for businesses that have outgrown basic starter tools or want a simpler, more cost-effective option than complex ERP systems. The group also includes ExpenseIn, a well-known expense management platform. Its cloud accounting products help multi-entity organisations capture, process and report financial information more efficiently.

The role

Reporting to the Support Manager, this position is focused on handling support enquiries through a ticketing workflow. The right person will be customer-oriented, highly organised, a strong communicator, comfortable solving problems and able to work well within a team.

Key duties

• Respond to customer tickets, including both internal and external users, through Salesforce in a prompt and professional way.
• Handle product questions from accounting software users, covering issues such as login access and report discrepancies, and aim to resolve as much as possible on the first reply.
• Gather and assess the information needed to investigate each request, which may include following up with users by phone.
• Share accurate information about the company’s products and services with customers.
• Spot urgent cases, escalate them appropriately, and update senior colleagues when required.
• Continue working on more complex customer issues, including technical fixes, until they are resolved.
• Work closely with other internal teams to help close customer issues.
• Keep clear records of questions, complaints, actions taken and call notes, and enter details into Salesforce.
• Work to quality standards and guidelines, while suggesting better ways of doing things where appropriate.
• Stay up to date with new product releases, features and module improvements through self-study and learning opportunities.

Requirements

• Strong bookkeeping and accounting knowledge, including a solid grasp of reconciliations, journals, ledgers and reporting differences, with the ability to explain financial information clearly.
• At least 2 years of experience in SaaS customer support, preferably in a busy ticket-driven environment.
• Hands-on experience with support platforms such as Salesforce or Zendesk to track and resolve customer issues.
• Excellent troubleshooting ability and a structured approach to finding the root cause of problems.
• Confident written and spoken communication skills, especially when explaining financial or technical topics to non-specialists.
• Experience dealing with customers by phone and email.
• Very high attention to detail and accuracy when handling customer and financial data.
• Ability to juggle multiple cases, set priorities and work to response targets.
• A proactive mindset with a strong sense of ownership and a focus on improving the customer experience.

Hiring process

The selection process includes an introductory conversation with the People team, followed by an interview with the hiring manager, and then a final interview with the hiring manager and the Head of Support. The final stage may also include a short task or exercise, which candidates will be told about in advance.

Compensation

The salary for this role is €35,000 to €40,000 per year.

Why join

AIQ Group is a multi-product SaaS company combining ExpenseIn and AccountsIQ. It was ranked #477 in the Financial Times FT1000 list of Europe’s fastest-growing companies in 2026. The organisation describes itself as collaborative, ambitious and supportive, with TEAM values built around Together, Energy, Action and Mindset. After a €60M investment in 2024, the business is continuing to scale its products and customer service.

Benefits

• 28 days of annual leave plus bank holidays and your birthday off.
• Hybrid working from the London or Dublin offices.
• Ability to work from abroad for up to 6 weeks each calendar year.
• Private health insurance.
• 5% pension contribution.
• Life assurance worth 4 times salary.
• Income benefit cover.
• Wellbeing initiatives.

Privacy notice

By applying, you consent to AccountsIQ Group using your personal data for recruitment, global workforce planning and related purposes. The company’s privacy notice explains what information may be processed, where it may be processed, the purposes of processing and the rights available to you.