Account Management Team Lead - Remote

Overview

The Account Management Team Lead at doola will oversee the team of Account Managers, ensuring high levels of client satisfaction and effective resolution of inquiries.

In Short

• Lead a team of Account Managers to deliver exceptional client service.
• Ensure adherence to service level agreements (SLAs).
• Manage client-facing tax-related inquiries.
• Provide coaching and feedback to team members.
• Track and report on team performance and client satisfaction.
• Act as an escalation point for difficult client interactions.
• Identify and address recurring client pain points.
• Assist in resolving client inquiries and escalating issues as necessary.
• Work efficiently in a dynamic environment.
• Maintain Inbox Zero for client inquiries.

Requirements

• 5+ years of customer service experience.
• 3+ years of experience as a team lead or manager.
• Experience in account management or client success.
• Strong reporting skills with client metrics.
• Proficiency with ticketing systems, preferably HubSpot.
• Ability to manage multiple tasks efficiently.
• Strong written and verbal communication skills.
• Ability to work in U.S. timezone overlap.
• Professionalism in handling difficult client interactions.

Benefits

• Opportunity for professional growth and development.
• Dynamic work environment.
• Involvement in improving client satisfaction strategies.
• Work with a collaborative team.
• Engagement in continuous improvement methodologies.