Bookkeeping Team Lead

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

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.

About the Role: We are seeking a highly motivated and skilled Bookkeeping Team Lead to oversee our team of Bookkeepers 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, the US bookkeeping process, and the ability to thrive in a fast-paced, dynamic environment.

Requirements

• Experience: 5+ years working as a bookkeeper.
• Leadership Experience: 3+ years working as a team-lead or manager.
• Timezone Overlap: Ability to work in a U.S. timezone overlap (at least 4–6 hours/day).
• Skills:
  • Strong reporting skills, including experience with tracking team performance and client metrics.
  • Proficiency with ticketing systems such as HubSpot.
  • Ability to manage multiple tasks and priorities efficiently.
  • Strong written and verbal communication skills.
  • Ability to manage difficult client interactions with professionalism and empathy.

Responsibilities

• Assist Bookkeepers in resolving client inquiries and escalating technical issues to the appropriate teams.
• Assist the team in preparing financial reports, P&L Statements and GL Ledgers.
• 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 bookkeeping inquiries, ensuring that all tickets are cleared (Inbox Zero) by the end of each day.
• 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.

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.
• Client Retention Strategies: Proven track record of improving client satisfaction and reducing churn within a service environment.

Company Information

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.