Client Accounting & Product Support Team Lead

Since 2018, we have grown from strength to strength to become a well-established tax filing company, offering small and micro enterprises with services to support company formation, compliance, and meeting the ongoing technical and legal requirements of running a business., We are looking for a highly capable, ACCA-qualified finance professional with a minimum of 10 years of experience to lead our hybrid Client Accounting and Technical Support team. In this pivotal role, you will act as the operational bridge between our Tax filing software platform, our frontline customer care, and the complex accounting needs of our B2B clients.

As a leader in a stable, organically growing FinTech SaaS business, you will take full ownership of a team of 4-6 specialists. You will insulate the founding team from daily operational fire-fighting by maintaining exceptional client satisfaction, growing new & protecting existing revenue streams, and driving absolute integrity across all customer accounting requirements., * Manage and Mentor: Lead, coach, and develop a high-performing team of 4-6 client accountants and technical support specialists.

• SLA & KPI Management: Own and improve team performance metrics, ensuring rapid ticket resolution, high customer satisfaction (CSAT), and accurate financial outputs.
• Capacity Planning: Optimize workflows and resource allocation to handle expanding client volumes efficiently without inflating team headcount.
• Process Automation: Design and implement robust internal controls, standard operating procedures, and automated workflows using our own SaaS tools.
• Subject Matter Expert: Serve as the ultimate internal escalation point for complex accounting queries, reconciliations, and platform-specific financial reporting anomalies.
• Quality Assurance: Review and sign off on high-value client ledger adjustments, ensuring absolute compliance with current accounting standards.
• Enterprise Support: Personally oversee onboarding, data migration, and systems implementation for our most complex, high-value enterprise accounts.
• Compliance: Ensure all client-facing financial processes align with UK financial regulations and best practices.
• Feedback Loop: Partner directly with Marketing and Engineering teams to transform client accounting issues and feature requests into actionable software roadmap requirements.
• Revenue Protection: Proactively identify client pain points during the support cycle to minimize churn and maximize Net Revenue Retention (NRR).
• Founder Advisory: Provide operational insights to the leadership team regarding software performance, support bottlenecks, and scalable growth strategies.

Do you have experience in Technical support?, The ideal candidate will hold an active ACCA qualification (or equivalent) and bring at least 15 years of progressive experience in finance, client accounting, or technical financial operations. They will have a proven track record of successfully leading and scaling teams of five or more people, ideally within a fast-paced, SME, or growth-oriented environment. Experience within the FinTech, SaaS, B2B software, or technology-enabled accounting sectors is highly desirable, particularly where finance operations are closely integrated with modern technology stacks.

The successful candidate will also demonstrate deep expertise in contemporary accounting platforms, CRM and ticketing systems such as Zendesk, Jira, and HubSpot, as well as advanced data analysis tools, enabling them to drive operational efficiency, informed decision-making, and continuous process improvement.

What Success Looks Like in This Role:

• The “Standalone” Mindset: Comfortable operating with high autonomy and taking decisive ownership in a bootstrapped, capital-efficient business.
• Hybrid Communication: Able to translate complex accounting principles into plain language for developers, and software technicalities into plain language for clients.
• Commercial Acumen: Driven by efficiency, customer retention, and protecting the bottom line rather than simply expanding headcount.

Offering a competitive salary dependant on experience plus a performance bonus (OTE £90,000).

• 23 days annual leave per annum plus bank holidays.

• Working schedule includes Monday to Friday from 8:30am to 5:30pm with Fridays working from home.

• Career development: We invest in training and growth opportunities to help you achieve your full potential.

• Positive work culture: A supportive, welcoming environment built on trust and collaboration.

Pay: £70,000.00-£75,000.00 per year

Easy Digital Filing is a dynamic FinTech SaaS company based in the City of London, serving over 10,000 small and micro UK businesses. With a solid roadmap and technology at our core, we have ambitious plans for the next five years. Our experienced founders foster a great social working environment and a focus on continual delivery. We are passionate about delivering creative, high-quality software and providing fantastic customer service.