Customer Experience Lead – Accounting Expertise

About the role

At Tigg, the Customer Experience function supports customers and partners throughout their journey. As the Customer Experience Lead you will lead four teams – Onboarding, Support, Partner Success and Enablement – driving service standards, process improvement and cross‑team collaboration.

Key responsibilities

• Lead, support and develop the four Customer Experience teams, setting clear goals and responsibilities.
• Monitor team performance, coach members and ensure timely, accurate support for customers and partners.
• Oversee onboarding of new customers, guaranteeing smooth implementation and early adoption.
• Identify common issues, work with Product and Engineering to create long‑term solutions, and track metrics such as response time and satisfaction.
• Hire, train and grow new team members as the function expands.
• Foster collaboration among Onboarding, Support, Partner Success and Enablement to deliver a cohesive experience.

Required profile

• Chartered Accountant (CA), ACCA, or semi‑qualified CA with at least 2 years of relevant experience.
• Strong understanding of accounting principles, financial statements, Nepalese tax and statutory requirements, and typical business accounting processes.
• Proven experience leading or supervising teams, handling customer‑facing accounting issues, and driving process improvements.

Required skills

• Experience with accounting software, ERP and SaaS platforms.
• Knowledge of Nepalese taxation and statutory compliance.
• Ability to interpret financial statements and manage complex accounting queries.
• Client implementation and customer experience management expertise.