Customer Support Accountant

Job description

Join to apply for the Customer Support Accountant role at FreeAgent

Our Support TeamWe pride ourselves on our exceptional customer support, and to help us continue this we're looking for accounting/bookkeeping professionals who are interested in a career in fintech, to compliment and grow our experienced team of qualified and part-qualified bookkeepers and accountants. We invest in our people, providing in-house learning and development opportunities as well as support for further studies, to ensure we continue to meet our high standards and have a happy, diverse and high-performing team. Check out this blog for more insight into what life's like in our exceptional Support Team!

Department: SupportLocation: EdinburghCompensation: £30,000 - £34,000 / year

We are currently hiring Customer Support Accountants.

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

YouIdeally you'll:

have a minimum of 2-3 years demonstrable and relevant practical accounting experience. We'd be looking for experience working with everything from payroll RTI to VAT and Self Assessment from either an accounts assistant role, working in an accounting practice, bookkeeping role or similar.

have a thorough and robust knowledge of accounting processes, ideally supported by practical experience

be highly computer-literate and tech-savvy, understanding that online engagement is crucial to the success of our business

have an awareness of the bookkeeping and accounting software packages available to small business owners

enjoy providing first-rate customer service and have experience of this from a previous role

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.

Our work lifeWe believe in a strong work-life balance, we don't work long hours (35 hour working week), and we have a fabulous Edinburgh HQ expertly designed for collaboration including high-quality A/V equipment to provide a great experience for distributed teams.

At FreeAgent, we support each other and operate a no-blame culture. Our mindset is: work hard, be nice to people, and the rest will sort itself out!

Work pattern for this roleThis is a permanent role (Monday to Friday, 9am to 5pm). This role will be based in our Edinburgh office, with an initial training period of at least 6 months. However, after this training period is completed there will be an opportunity to adopt hybrid working, with an agreed pattern of 2 days from the office and 3 days at home each week. Working from home is second nature to us as we have been championing remote working for years.

PerksOur salary bands are £30,000 - £34,000 per annum.

Salary bands are linked to performance expectations, to help nurture our culture of learning as well as fairness. A starting salary would likely leave some opportunity for growth within the band.

We pride ourselves on creating a fantastic place to work, including (but not limited to!) the following:

33 days holiday (and an extra day for each year you're with us)

Flexible/hybrid working

Private health care

Life assurance

5% matched pension contributions

Summer 4 day weeks (giving you 8 additional days off!)

Buy-as-you-earn share schemes

Sabbatical leave (unpaid)

Cycle to work scheme

Wellness webinars

Focused learning time and learning budgets

Volunteering day

FreeAgent is an equal opportunities employer, and we invest in our people and culture to ensure we have a happy, diverse and high-performing team. We strongly encourage applications from people with varied backgrounds and perspectives. All applicants are considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, age, disability, family or parental status.

We hope the detail in our job advertisements is informative but not limiting. Research shows, and we've observed, that underrepresented groups are less likely to apply for a role without meeting all of the criteria listed. If this feels relatable we'd encourage you to apply, even if you think there may be areas for development.

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Extra information

Status

Open

Education Level

Secondary School

Location

Edinburgh

Type of Contract

Full-time jobs

Published at

31-03-2026

Profession type

Accountancy

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English