Accounting Customer Support Manager

About finally

Finally is one of America’s fastest-growing fintech companies, revolutionizing financial automation for SMBs. Our cutting-edge platform integrates Credit & Banking, Billing & Invoicing, Bookkeeping, and Taxes, powered by AI to simplify financial operations and help businesses focus on what matters most—growth.

Backed by $200M in 2024 funding, we’re headquartered in sunny South Florida, home to a thriving team of over 200 across three offices. As the official corporate card of the Panthers, Heat, and small business expense management for the Bulls, we’re making waves in fintech and looking for ambitious talent to join us on this journey.

We are seeking an Accounting Customer Support Manager oversees the day-to-day operations of an accounting support team, ensuring accurate and timely responses to clients, maintaining compliance with SLAs, providing guidance to accounting support staff, and ensuring prompt resolution while maintaining high customer satisfaction levels.

This role is perfect for a person who possesses a strong blend of leadership, communication, and problem-solving skills, with a customer-centric mindset at the core. They should excel in clear and effective communication, both written and verbal, while also demonstrating the ability to lead and motivate a team in a positive and productive manner. Strong problem-solving abilities, empathy, and patience are essential, ensuring customer concerns are resolved efficiently while fostering a great experience. 

Success as a Accounting Customer Support Manager is defined by a combination of customer satisfaction, team performance, and operational efficiency. A successful manager ensures that the support team delivers exceptional service, resolves issues promptly, and enhances customer retention and loyalty. Key indicators of success include high customer satisfaction (CSAT) scores, improved response and resolution times, and a motivated, high-performing team with low turnover. Reduced customer escalations, efficient use of CRM tools and support processes, and proactive problem-solving are also crucial.

Additionally, strong customer retention, loyalty, and alignment with business goals demonstrate the impact of excellent support. Ultimately, success in this role means leading a team that provides seamless, high-quality support while strengthening customer relationships and contributing to the company's growth and reputation.

Key responsibilities may include:

• Team Supervision:

  • Manage a team of accounting support staff, including assigning tasks, reviewing work, and providing performance feedback. 

  • Train new staff on accounting support procedures and software. 

  • Monitor workload and ensure timely completion of tasks. 

• Compliance and Controls:

  • Ensure adherence to bookkeeping standards, company processes, and internal controls. 

  • Monitor for potential errors and discrepancies in client communication. 

  • Identify opportunities for process improvement and implement changes to enhance efficiency. 

• Process Improvement:

  • Analyzing customer support data to identify trends and areas for improvement in accounting or operational processes.

  • Implementing new customer support tools and procedures to streamline the resolution of accounting support issues.

  • Developing knowledge base articles and training materials for the customer support team on accounting procedures. 

Required skills and qualifications:

• Knowledge of bookkeeping and accounting practices and principles

• Proven ability to lead, manage, and motivate a team

• Excellent attention to detail and accuracy

• Strong analytical and problem-solving skills

• Excellent communication and interpersonal skills 

• Excellent customer service skills, including active listening and conflict resolution

• Proficiency in accounting software (QuickBooks Online) and customer relationship management (Salesforce) tools and support ticketing systems (Zendesk)

• Strong analytical skills to identify trends and patterns in customer data

• Excellent communication skills, both written and verbal 

Why Join Us?

• Work in a dynamic, fast-growing company with a $200M+ funding boost

• Learn from world-class leaders who have scaled businesses to new heights.

• Enjoy a competitive salary, stock options, and top-tier benefits, including health, vision, and dental insurance, paid time off, and more!

Benefits

• Health insurance

• Dental insurance

• Employee stock purchase plan

• Paid time off

• Paid training

• Vision insurance

Location: Full-time (M-F, 9:00 AM–6:00 PM) Eastern time