Support Engineer - Finance

Accountabilities:

Provide high-quality customer support: Act as the primary point of contact for customers using the veterinary practice management platform, responding efficiently to inquiries and meeting agreed service levels and customer satisfaction targets.
Resolve finance-related queries: Assist customers with invoicing, payment processing, VAT and tax configurations, financial reporting, accounting workflows, and related system settings.
Manage complex cases and escalations: Take ownership of challenging customer issues, coordinate with relevant stakeholders, and ensure timely, effective resolution.
Build strong customer relationships: Develop trusted relationships with customers of different sizes, understand their operational needs, and provide practical guidance on using the platform's financial features.
Improve support processes: Work independently and collaboratively to establish best practices, streamline workflows, and continuously improve the quality and efficiency of customer support.
Collaborate across departments: Partner with Sales, Marketing, Implementation, and Product Development teams to resolve customer challenges and contribute to an effective end-to-end customer experience.
Meet performance objectives: Work toward individual objectives and key results (OKRs), contributing to team and business unit goals while maintaining high customer satisfaction and productivity.
Contribute to wider business initiatives: Where priorities and capacity allow, support activities beyond customer service, including implementation, sales, marketing, and product-related initiatives.
Maintain effective communication: Provide clear, professional, and timely responses to customers and colleagues in an international, distributed working environment.
Follow established working hours: Operate within the team's standard schedule of 9:00 a.m. to 5:00 p.m. UK time.
Requirements:
Finance or accounting background: Educational qualifications or professional experience in finance, accounting, payments, or a related field, with the ability to understand financial processes and explain them clearly to customers.
Customer support experience: Previous experience supporting customers in a business-to-business (B2B) software-as-a-service (SaaS) environment, ideally involving finance-related software or complex business applications.
Technical troubleshooting skills: The ability to investigate customer issues, understand software configurations, identify potential causes, and guide users toward effective solutions.
Financial software knowledge: Familiarity with invoicing, payment workflows, VAT or tax settings, financial reporting, and accounting integrations is beneficial.
Customer relationship management: Strong interpersonal skills and a customer-focused mindset, with the ability to build trust, manage expectations, and maintain high satisfaction levels.
Organization and prioritization: The ability to manage multiple customer requests simultaneously, prioritize urgent issues, and deliver accurate responses within established service targets.
Communication skills: Fluent written and spoken English is essential for supporting customers and collaborating with colleagues across international teams. Additional languages are an advantage.
Collaboration and independence: Confidence working autonomously while coordinating effectively with colleagues and other departments to resolve complex cases and improve support practices.
Adaptability: Comfort working in a fast-growing, international SaaS organization where processes evolve and continuous improvement is encouraged.
International experience: Previous experience in a global or multicultural organization is an advantage.
Industry experience: Familiarity with veterinary, healthcare, or practice management software is beneficial but not essential.
Results-oriented mindset: The ability to work toward measurable objectives, maintain consistent service quality, and balance customer satisfaction with productivity expectations.
Benefits:
Fully remote work: Work remotely within a distributed European team, with the flexibility associated with a remote-first working environment.
Competitive compensation and benefits: Receive a competitive compensation package and employee benefits.
Meaningful industry impact: Contribute to digital healthcare solutions that help veterinary professionals improve patient care and manage their practices more effectively.
Professional development: Access learning opportunities and support for continued personal and professional growth.
International collaboration: Work alongside talented colleagues from different countries and cultural backgrounds in a growing global organization.
Collaborative work environment: Join a team that values continuous improvement, autonomy, diverse perspectives, and effective teamwork.
Modern working tools: Access the tools and technology needed to perform your role effectively.
Company events: Participate in regular company events that encourage connection, collaboration, and team engagement.
Opportunities to contribute beyond support: Depending on business needs and capacity, gain exposure to other functions, including implementation, sales, marketing, and product development.
Structured objectives and development: Work toward individual and team objectives that help clarify priorities and support continuous performance improvement.