Account Management Team Lead

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: (Salary information not provided)

Dooladoola 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.

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.

Requirements

• Experience: 5+ years of experience working as a customer service agent or equivalent.
• Leadership Experience: 3+ years of experience working as a team-lead or manager.
• Industry Experience: Experience in managing or leading a customer-facing team, preferably in account management or client success.
• Technical Skills: Proficiency with ticketing systems such as HubSpot.
• Time Zone: Ability to work in a U.S. timezone overlap (at least 4–6 hours/day).
• Communication Skills: Strong written and verbal communication skills, with the ability to communicate complex information clearly and empathetically.
• Client Management: Ability to manage multiple tasks and priorities efficiently, ensuring that client inquiries are responded to within SLAs.

Responsibilities

• Team Coaching & Feedback: Provide coaching and feedback to team members to foster professional growth and improve performance.
• SLA Management: Ensure that the team adheres to all service level agreements (SLAs) and client expectations.
• Daily Ticket Management: Oversee the daily management of client-facing tax-related inquiries, ensuring that all tickets are cleared (Inbox Zero) by the end of each day.
• Issue Resolution: Assist Account Managers in resolving client inquiries and escalating technical issues to the appropriate teams.
• Problem Identification: Identify and flag recurring client pain points or systemic issues to the Team Manager for further investigation and resolution.
• Performance Tracking: Track and report on team performance, including SLA adherence, client satisfaction scores, and daily ticket volume.
• Escalation Point: Act as an escalation point for any sensitive or difficult client interactions that require additional attention.

Bonus Qualifications

• CRM/Helpdesk Tools: Expertise in HubSpot or other ticketing systems for case management and reporting.
• Process Improvement: Familiarity with continuous improvement methodologies.
• Client Retention: Proven track record of improving client satisfaction and reducing churn within a service environment.

Application Instructions

(Application instructions not provided)