Overview
Key responsibilities
– Assist Bookkeepers in resolving client inquiries and escalating technical issues to the appropriate teams.
– Assist the team in preparing financial reports, P&L Statements and GL Ledgers
– Provide coaching and feedback to team members to foster professional growth and improve performance.
– Ensure that the team adheres to all service level agreements (SLAs) and client expectations.
– Oversee the daily management of client-facing bookkeeping inquiries, ensuring that all tickets are cleared (Inbox Zero) by the end of each day.
– Identify and flag recurring client pain points or systemic issues to the Team Manager for further investigation and resolution.
– Track and report on team performance, including SLA adherence, client satisfaction scores, and daily ticket volume.
– Act as an escalation point for any sensitive or difficult client interactions that require additional attention.
Skills and qualifications
– Experience in managing or leading a bookkeeping team, preferably in preparing financial statements for businesses of all sizes.
– 5+ years working as a bookkeeper.
– 3+ years working as a team-lead or manager.
– Ability to manage multiple tasks and priorities efficiently, ensuring that client inquiries are responded to within SLAs.
– Proficiency with ticketing systems such as HubSpot.
– Strong reporting skills, including experience with tracking team performance and client metrics.
– Ability to work in a U.S. timezone overlap (at least 4-6 hours/day).
– Ability to manage difficult client interactions with professionalism and empathy.
– Strong written and verbal communication skills, with the ability to communicate complex information clearly and empathetically.
Bonus qualifications
– Advanced CRM/Helpdesk Tools Knowledge: Expertise in HubSpot or other ticketing systems for case management and reporting.
– Process Improvement: Familiarity with continuous improvement methodologies.
– Experience with Client Retention Strategies: Proven track record of improving client satisfaction and reducing churn within a service environment.
Why join us
– Opportunity to work with a dynamic and innovative company at the forefront of the industry.
– Collaborative and supportive team environment with opportunities for growth and development.
– Competitive compensation package with insane opportunity for growth.