What the role involves
About doola
doola is a dynamic company committed to simplifying the complexities of business formation, payment setup, compliance, taxes, and more. We empower entrepreneurs and businesses of all sizes to navigate the intricate landscape of financial and regulatory requirements with ease, allowing them to focus on what truly matters - building and growing their ventures.
About the Role
We are seeking a highly motivated and skilled Account Manager Team Lead to oversee our team of Account Managers at Doola. As a Team Lead, you will be responsible for ensuring that client inquiries are addressed promptly and effectively, maintaining a high level of client satisfaction, and guiding your team to deliver exceptional service. This role requires strong leadership, a deep understanding of client management, and the ability to thrive in a fast-paced, dynamic environment.
Key responsibilities
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 tax-related inquiries, ensuring that all tickets are cleared (Inbox Zero) by the end of each day.
Assist Account Managers in resolving client inquiries and escalating technical issues to the appropriate teams.
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
5+ years of experience working as a customer service agent or equivalent
3+ years of experience working as a team-lead or manager
Experience in managing or leading a customer-facing team, preferably in account management or client success.
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.
Our values and non-values
- Establishing team values is critical. We believe it’s equally essential to identify team non-values. We’re stronger in driving our mission home with both values and non-values taken into account. Note: Our goal in sharing these up front and transparently is to be as straightforward with people as possible. Our goal is not to be combative in our language; it’s to be straightforward.
- Action Item: If you read these values and non-values and get more fired up about working at doola, lets talk: https://www.doola.com/careers/
- If you are passionate about helping businesses succeed and thrive, and you possess the skills and experience outlined above, we want to hear from you. Join us at doola and be part of a team dedicated to simplifying the path to business success.
- doola is an equal opportunity employer
About doola
doola is a “Business-in-a-Box” for creators. We take care of everything creators need to form an LLC, set up their bank account, accept payments, and manage ongoing compliance and tax filings. We realized how difficult it was to set up the full stack of software and accounts you need to get a business off the ground. This is the same problem faced by online businesses, who begin their business as a side hustle, and just want to focus on growing their business, not annoying administrative work. That’s why we built doola: to take care of it all. Today, people on every continent have launched companies with doola. (HQ: New York)
Full doola profile