The Role
Serve as the first point of contact for customers using accounts and bookkeeping software. Resolve queries by phone and email, diagnose issues, guide users through the product, use AI-powered support tools, maintain accounting knowledge, assist colleagues, and help meet support targets.
Summary Generated by Built In
About Bright Software Group
At Bright, we are powering the digital practice of tomorrow – today.
We deliver products that help accountants, payroll bureaus, and businesses across the UK and Ireland work smarter and win more. Our software - spanning accounts, payroll, tax, and practice management — is built around the real needs of the people who use it every day. We’re PE-backed and growing fast.
We believe understanding is the difference between working and winning.
The Role
This role sits within our Accounts Support team. You will be the first point of contact for customers using our accounts and bookkeeping software, handling queries by phone and email, diagnosing issues, and guiding customers through the product. Full training is provided; what we need from you is curiosity and a genuine desire to help customers succeed.
At Bright, we are powering the digital practice of tomorrow – today.
We deliver products that help accountants, payroll bureaus, and businesses across the UK and Ireland work smarter and win more. Our software - spanning accounts, payroll, tax, and practice management — is built around the real needs of the people who use it every day. We’re PE-backed and growing fast.
We believe understanding is the difference between working and winning.
The Role
This role sits within our Accounts Support team. You will be the first point of contact for customers using our accounts and bookkeeping software, handling queries by phone and email, diagnosing issues, and guiding customers through the product. Full training is provided; what we need from you is curiosity and a genuine desire to help customers succeed.
What You'll Do
- Act as first point of contact for customer queries via phone and email, resolving issues efficiently and professionally.
- Diagnose and troubleshoot accounts and bookkeeping queries, guiding customers to a successful outcome.
- Walk customers through the software, helping them get the most out of the product.
- Use AI-powered support tools (including Forethought and WalkMe) to improve response accuracy and speed.
- Keep up to date with changes in accounts and bookkeeping relevant to our customers.
- Support and assist colleagues in resolving queries, sharing knowledge across the team.
- Work with team leaders to meet support targets and deliver best-in-class customer experience.
What We're Looking For
Essential
- Strong communication skills, including a confident phone manner and active listening.
- Ability to troubleshoot and diagnose customer issues methodically and under pressure.
- Genuine interest in accounting, bookkeeping, or the accountancy software sector.
- Strong IT proficiency and comfort learning new software tools.
- Genuine interest in accounting, bookkeeping, or the accountancy software sector.
- A customer-first mindset. Patient, solutions-oriented, and willing to go the extra mile.
- Comfortable working alongside AI tools; curious about how technology can make you better at your job.
Nice to Have
- A bookkeeping or accounts qualification (AAT or equivalent).
- Previous experience in a customer support, helpdesk, or technical support role.
- Working knowledge of accounting or practice management software.
Working At Bright
The software is genuinely good — and when you’re helping customers use it, that matters. You’re not apologising for the product; you’re helping people get the most out of tools that are built to make working lives easier.
The culture is collaborative and human. We’ve grown a lot, but it still feels like a place where people know each other and look out for one another. You’re taken care of.
There’s real autonomy here. We invest heavily in AI and emerging technology, which means the pace is fast and the opportunities to learn are genuine — not theoretical.
It’s a place where curious people thrive.
The culture is collaborative and human. We’ve grown a lot, but it still feels like a place where people know each other and look out for one another. You’re taken care of.
There’s real autonomy here. We invest heavily in AI and emerging technology, which means the pace is fast and the opportunities to learn are genuine — not theoretical.
It’s a place where curious people thrive.
About
Bright is built around brilliant people doing brilliant work, and we invest in making sure the environment matches that ambition. You’ll have genuine flexibility in how you work, backed by modern practices that adapt to how work actually gets done today. We recognise and celebrate strong performance, support your wellbeing, and give you real opportunities to grow, not just in role, but in career. We’re proud of the culture we’ve built. It’s high-trust, high-expectation, and focused on doing great work. That’s Bright
Skills Required
- Strong communication skills, including a confident phone manner and active listening
- Ability to troubleshoot and diagnose customer issues methodically under pressure
- Genuine interest in accounting, bookkeeping, or accountancy software
- Strong IT proficiency and comfort learning new software tools
- Customer-first, patient, solutions-oriented mindset
- Comfort working alongside AI tools
- Bookkeeping or accounts qualification such as AAT or equivalent
- Previous customer support, helpdesk, or technical support experience
- Working knowledge of accounting or practice management software
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The Company
What We Do
Steeped in data science, Bright eliminates the noise in the hiring process by efficiently connecting job seekers to their best opportunities, and employers to their top prospects. We unlock the power of artificial intelligence to identify and establish a one-to-one signal between candidates and successful outcomes.
