About the Role

At Tigg, our Customer Experience function is made up of dedicated teams that support customers and partners throughout their journey with Tigg.

The function is currently structured into four teams: Customer Onboarding, which helps recent customers with implementation, setup, migration, and training; Customer Support, which handles day-to-day accounting, functional, and product-related queries; Partner Success, which provides product knowledge, implementation guidance, and ongoing support to Tigg's partner network; and Customer Enablement, which develops the knowledge base, guides, tutorials, training materials, and other educational resources for customers and partners.

As Tigg continues to grow, we are looking for a Customer Experience Lead to provide leadership across these teams. The role is primarily about leading and developing people, empowering teams to make better decisions, setting service standards, improving processes, building accountability, and ensuring all four teams work together effectively.

What You Will Be Responsible For

- Lead, support, and develop the teams under Customer Experience.

- Set clear goals and responsibilities for each team and team member.

- Review team performance regularly and help team members improve.

- Build the teams knowledge of accounting, Tigg, and customer handling.

- Make sure customers and partners receive timely, accurate, and helpful support.

- Guide the team in handling complex accounting, product, and customer issues.

- Make sure new customers are onboarded properly and get the support they need to start using Tigg.

- Improve the processes followed by Customer Onboarding, Customer Support, Partner Success, and Customer Enablement.

- Identify common customer problems and work with Product and Engineering teams to find long-term solutions.

- Listen to customer and partner feedback and make sure important feedback reaches the right team.

- Track key numbers such as onboarding progress, support response and resolution time, pending issues,



and customer satisfaction.

- Help hire, train, and develop new team members as the team grows.

- Make sure the four Customer Experience teams work well together and take ownership of the overall quality of customer experience at Tigg.

Required Qualification and Experience

Candidates should meet one of the following professional accounting qualifications:

- Chartered Accountant (CA),

- ACCA, or

- Semi-Qualified Chartered Accountant with at least 2 year of proven experience in a similar role.

Candidates should have a strong understanding of accounting principles, financial statements, Nepalese taxation and statutory requirements, inventory, receivables/payables, and common business accounting processes, along with relevant experience in leading or supervising people, working with customers, and handling accounting or business-process-related matters.

Experience in accounting software, ERP, SaaS, client implementation, customer experience, or similar technology-driven roles will be an advantage.

Why a CA / ACCA for this role?

Tigg is an accounting platform, and many of the challenges our customers and partners bring to us are rooted in accounting and real-world business processes. We therefore need someone who not only knows how to lead people, but also has the accounting depth to understand these challenges, guide the teams on complex functional matters, strengthen their accounting capabilities, and ensure the solutions we provide are accurate and practical.

This is not a traditional accounting role. It is an opportunity for a CA / ACCA professional to use their accounting expertise in a leadership role at the intersection of people, technology, and customer experience.

About Tigg

Tigg is Nepals No. 1 cloud accounting platform, trusted by more than 3000 businesses across the country. We are a rapidly growing product and technology company focused on making accounting simpler, smarter, and more accessible for businesses. As we continue to grow, we are strengthening our product, technology, and team to serve a larger customer base and shape the future of accounting in Nepal.

📌 Customer Experience Lead (Lalitpur)
🏢 Tigg - Nepal’s #1 Cloud Accounting Platform
📍 Lalitpur