Customer Support Accountant

Overview

FreeAgent’s Support team is known for delivering standout customer care, and the business is looking for accounting and bookkeeping professionals who want to build a career in fintech. The team includes qualified and part-qualified bookkeepers and accountants, and the company backs its people with in-house learning, development support, and help with further study to maintain a high standard of service in a positive, diverse, high-performing environment.

Role summary

This is a mid-level Customer Support Accountant position for someone with practical accounting experience who can quickly contribute while also benefiting from structured training and growth opportunities. The role focuses on helping customers resolve queries, learn the product, and get the most from the platform.

Key duties

• Act as the first line of contact for customers through phone, email, and live chat, giving clear and timely answers.
• Run outbound training calls for both free-trial users and paying customers who ask for additional guidance.
• Reach out proactively to customers to offer assistance before they ask for it.
• Support prospective users by explaining the product and helping them decide whether it fits their needs.
• Assist internal product teams by checking new features and updates to existing functionality.

What we’re looking for

The ideal candidate will bring around 2 to 3 years of hands-on, relevant accounting experience, ideally covering areas such as payroll RTI, VAT, and Self Assessment. This background could come from an accounts assistant role, an accounting practice, a bookkeeping position, or a similar setting. Strong knowledge of accounting workflows is important, along with solid practical application. You should also be confident using computers and digital tools, understand the value of online customer engagement, and be familiar with bookkeeping and accounting software used by small businesses. A strong customer-service mindset and prior experience in a service-focused role are also expected.

Working pattern and location

The role is based in Edinburgh and starts with an office-based training period of at least 6 months. After that, the arrangement can move to a hybrid model with 2 days in the office and 3 days working from home each week. The position is permanent and follows a Monday to Friday schedule from 9:00 am to 5:00 pm. The company also works with a 35-hour week and places a strong emphasis on work-life balance.

Additional information

Candidates who are aiming to complete CIMA or ACCA should note that this role will not provide the practical experience needed for those qualifications. FreeAgent also mentions that it is relocating next year to a new office in the west of Edinburgh with strong transport connections and improved employee facilities.

Compensation and benefits

The salary starts at £31,500 per year and can rise within the band to £35,500 depending on experience and performance. In addition to pay, the package includes 33 days of holiday plus one extra day for each year of service, flexible and hybrid working, private health cover, life assurance, 5% matched pension contributions, summer 4-day weeks that add 8 extra days off, buy-as-you-earn share schemes, unpaid sabbatical leave, a cycle-to-work scheme, wellness webinars, dedicated learning time and learning budgets, and a volunteering day.

Culture and equal opportunity

The organisation describes itself as a no-blame workplace where colleagues support one another and where the guiding approach is to work hard, treat people well, and let things fall into place. It is an equal opportunities employer and welcomes applications from people with varied backgrounds and perspectives. Recruitment decisions are made without regard to ethnicity, religion, sexual orientation, gender identity, age, disability, or family and parental status. The company also encourages applicants to apply even if they do not meet every listed criterion.