Account Management Team Lead
Job Summary
Job Description
The Account Management Team Lead role at doola involves overseeing a team of Account Managers, ensuring client inquiries are addressed promptly and effectively, and maintaining high client satisfaction. Key responsibilities include providing coaching and feedback, ensuring adherence to SLAs, managing tax-related inquiries, assisting in resolving client issues, identifying pain points, tracking team performance, and acting as an escalation point. The role requires strong leadership, client management skills, and the ability to thrive in a fast-paced environment.
Must have:
- 5+ years of customer service experience
- 3+ years of team lead or manager experience
- Experience leading customer-facing teams
- Ability to manage multiple tasks efficiently
- Proficiency with ticketing systems
- Strong reporting skills
- Ability to work in a U.S. timezone overlap
- Ability to manage difficult client interactions
- Strong written and verbal communication skills
Good to have:
- Advanced CRM/Helpdesk Tools Knowledge
- Familiarity with continuous improvement methodologies
- Experience with Client Retention Strategies
Perks:
- Opportunity to work with a dynamic and innovative company
- Collaborative and supportive team environment
- Competitive compensation package with growth opportunity
4 skills required
Job Details
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. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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