Customer Support Specialist, Bookkeeping

The Role

As a Customer Support Specialist at the company, the candidate will help small businesses get set up on their bookkeeping service smoothly and serve as their ongoing point of contact. They will leverage their bookkeeping knowledge to answer users' questions, troubleshoot issues, and provide an exceptional customer experience.

• Run live video onboarding calls with new customers to gather key business context and complete bookkeeping setup (bank/credit card connections, historical bookkeeping needs, etc.).
• Support customers across chat and email by answering bookkeeping questions, diagnosing issues, and driving them to resolution quickly and empathetically.
• Maintain accurate customer notes and status updates in internal systems to ensure strong follow-through and smooth handoffs.
• Collaborate with other company teams to improve workflows and surface product feedback based on recurring customer needs.
• Exceed partner and customer expectations by providing thoughtful, proactive, and detail-oriented support.

Skills & Experience

• 2+ years of experience in a customer-facing (support, onboarding, etc.) or bookkeeping role
• Familiarity with small business bookkeeping fundamentals and basic financial concepts
• Strong live communication and active listening skills
• Excellent written communication skills
• Strong attention to detail and ability to manage multiple tasks simultaneously
• An ownership and growth mindset