doola

Account Management Team Lead

Philippines

Not SpecifiedCompensation
Senior (5 to 8 years), Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Financial Services, Business ServicesIndustries

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)

Skills

Customer Service
Account Management
Team Leadership
Client Success
Ticketing Systems
HubSpot
Communication Skills
Time Zone Coordination

doola

Assists global entrepreneurs with U.S. business formation

About doola

Doola helps international entrepreneurs set up and manage their businesses in the United States. They provide services that simplify the process of incorporating a business, accessing U.S. payment systems, and ensuring compliance with legal requirements. Doola assists clients by obtaining necessary documents like the Employer Identification Number (EIN) and guiding them through state regulations. Unlike many competitors, Doola offers a free 10-minute consultation to attract clients and has a custom dashboard for easy access to important documents. Their goal is to make it easier for global entrepreneurs to navigate the complexities of starting a business in the U.S. and to support them as they grow.

New York City, New YorkHeadquarters
2020Year Founded
$11.7MTotal Funding
EARLY_VCCompany Stage
Consulting, Enterprise Software, LegalIndustries
51-200Employees

Benefits

Health Insurance
401(k) Retirement Plan

Risks

Increased competition from fintech companies may erode doola's market share.
Reliance on international markets exposes doola to geopolitical risks and currency fluctuations.
Regulatory challenges in different jurisdictions may delay doola Money's rollout.

Differentiation

Doola offers a 'Business-in-a-Box' solution for global entrepreneurs entering the U.S. market.
Their fintech product, doola Money, enables international money transfers without a U.S. SSN.
Doola's partnership with Syndicateprotocol aids DAOs in becoming legal entities in the U.S.

Upsides

Doola's $8M funding round supports expansion of its fintech suite and service offerings.
Strategic investment from HubSpot Ventures boosts credibility and global market reach.
Growing demand for digital banking solutions enhances doola's market potential.

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