Bookkeeper & Customer Support Specialist

Since 2010, Timber Frame HQ has helped more than 15,000 customers across 25 countries design and build timber frame structures that stand the test of time. We're a small, tight-knit team of designers and craftsmen working remotely across the U.S.

About the role

This job is split about 50/50 between bookkeeping and customer support. Half is bookkeeping: AR/AP, billing, vendor invoices, reconciliation. Half is order and customer support: answering questions, tracking down order details, and being the person who picks up the phone. We'd prefer part time, around 25 to 30 hours a week, but we're open to full time for the right person.

Candidates with e-commerce, CRM, or construction industry background will generally land toward the top of the pay range. We like people who make their own work easier—if you build a spreadsheet template instead of retyping the same thing forty times, or use AI tools to speed through the tedious stuff, you'll fit right in.

To be clear on scope, this is a hands-on execution role. We're not hiring a controller or a CFO, and we're not asking anyone to overhaul our accounting system. We just need someone who runs the books accurately and takes good care of people.

Responsibilities

• Bookkeeping
  • Manage AR/AP across multiple platforms
  • Process monthly billing for custom design projects: deposits, payments, expenses, refunds
  • Handle payment processing for timber frame kits, including vendor payments
  • Keep records clean, current, and reconciled
• Customer support
  • Respond to customer questions via our CRM and email regarding order status, product questions, shipping, and returns
  • Answer incoming calls and route people to the right person
  • Take on more day-to-day support as you get up to speed, with room to grow into a larger support role over time
• Order and inventory support
  • Keep pricing accurate between our accounting system and website
  • Coordinate restocking and returns with vendors
• Documentation
  • Create simple how-to guides as you go, so knowledge doesn't just live in one person's head

Requirements

• At least 2 years of bookkeeping experience with AR/AP, and a track record of accuracy
• Real customer service skills: you write clearly and warmly, and you're comfortable on the phone
• Solid command of accounting software and spreadsheets, and no fear of new tools
• Follow-through: you manage your own work and close loops without being chased
• A positive, collaborative attitude

Nice to have

• E-commerce experience
• CRM experience
• Comfort with AI tools
• Background in timber framing or construction

Benefits

• Fully remote with flexible scheduling (expect hours similar to your supervisor's for the first 3 to 6 months while you're getting up to speed)
• Competitive pay with a yearly bonus tied to company revenue
• Full-time employees receive:
  • Healthcare stipend
  • Workspace stipend
  • 401(k) with a 3% match
• 20 days PTO (prorated for part-time) plus Christmas and Thanksgiving

Pay

$26 to $32 an hour depending on experience, or prorated for a full-time salaried position.

Schedule

Part-time preferred (25 to 30 hours a week), but open to full-time for the right candidate.