Customer Support Lead

• Lead, mentor, and develop a team of customer support specialists
• Establish and refine support best practices, playbooks, and documentation
• Monitor team performance and provide coaching to ensure high-quality delivery across all projects
• Oversee the daily support queue, ensuring timely and accurate resolutions for high-value and complex accounts
• Act as the final escalation point for technical or accounting-related issues, providing expert guidance to both customers and internal team members
• Develop self-service resources, including video tutorials and help articles, to empower users and reduce support volume
• Monitor health and sentiment across the customer base, identifying trends that could impact retention or satisfaction
• Partner with Product and Engineering teams to advocate for customer needs, reporting bugs, and prioritizing feature requests
• Provide feedback loops to influence roadmap decisions and improve product usability

• 5+ years of experience in accounting, audit, finance, or in customer-facing roles such as implementation, customer success, or account management
• At least 2-3 years in a leadership or team lead capacity
• Strong preference for candidates who have lead customer support teams and built up offshore support teams
• Bonus: At least 1 year of ERP experience (QuickBooks, Xero, Sage Intacct, NetSuite)
• Strong technical aptitude with the ability to quickly learn and configure new software platforms
• Bachelor’s degree or equivalent experience in a relevant field
• Proactive, adaptable, and able to thrive in a fast-paced environment
• Excellent attention to detail with the ability to manage competing deadlines
• Strong communication, interpersonal, and stakeholder management skills
• Skilled problem-solver who can translate customer needs into actionable solutions
• Growth mindset with a passion for continuous improvement

At least 1 year of ERP experience (QuickBooks, Xero, Sage Intacct, NetSuite)

Offers Equity