Role Description We are seeking a detail-oriented and customer-focused Customer Support Specialist with hands-on experience supporting General Ledger and Accounts Payable processes through financial software solutions. In this role, you will support our municipal clients as they manage fund accounting, vendor payments, and financial reporting using our B2B SaaS platform. You'll be a trusted resource, helping users troubleshoot issues, maintain accurate financial data, and stay aligned with public sector accounting practices. You'll work directly with customers and our product team to ensure timely resolution of GL/AP-related support requests. Key Responsibilities - Provide frontline support to municipal customers using GL and AP features within our software, via phone, email, and our internal ticketing systems. - Troubleshoot accounting-related issues including fund accounting structure, journal entries, approval workflows, vendor management, encumbrances, invoice processing, and payment runs. - Educate users on product functionality, accounting best practices, and system updates. - Collaborate with Product, Engineering, and QA teams to escalate and track complex issues and enhancement requests. - Maintain detailed documentation and contribute to knowledge articles, FAQs, and support training materials. - Assist with onboarding and user training for new customers. - Stay current on public sector accounting standards, compliance requirements, and audit considerations. - Identify recurring themes or support trends and provide insights that influence product improvements. Qualifications - MUST be located in US within CST or EST time zones. - Associate degree in Accounting or related field (Bachelor's degree preferred). - 1–3 years of experience in General Ledger and/or Accounts Payable operations using cloud-based or enterprise financial systems. - Understanding of accounting concepts such as fund accounting, chart of accounts, invoice lifecycle, reconciliation, and financial reporting. - Strong analytical, communication, and troubleshooting skills. - Ability to translate technical/financial concepts into clear, user-friendly guidance. - Customer-first approach with experience supporting external clients. Preferred Qualifications - Experience in B2B SaaS customer support roles. - Public sector or government accounting experience. - Familiarity with ticketing systems (e.g. Microsoft Dynamics 365, Zendesk). - Exposure to software implementation support, financial data conversion, or customer training activities. You'll Excel in This Role If You… - Have a passion for helping users succeed with financial technology. - Possess the ability to remain calm and effective under pressure. - Have curiosity, initiative, and a continual improvement mindset - for yourself and the product. Benefits - Join a growing, highly collaborative team where your work directly impacts customer success and product evolution.