The Account Management Team Lead oversees a team of Account Managers, ensuring client satisfaction and adherence to service standards, while addressing inquiries efficiently in a fast-paced environment.
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.
Top Skills
Hubspot
Similar Jobs
Design
This job is for candidates who want to submit their profile for future opportunities without a specific position listed. You can submit your resume to be considered for future roles.
Artificial Intelligence • Healthtech • Analytics • Biotech
The role involves managing customer success platforms, optimizing digital adoption strategies, analyzing data insights, and collaborating with product teams to enhance user experiences.
Top Skills:
Adobe CcAdobe EdgeAmplitudeGainsight PxHeapHTMLHypeKeynoteOmnigrafflePendoSketchUi/Ux DesignWalkme
Marketing Tech • Analytics
The Implementation Manager leads onboarding for mid-market clients, ensuring technical excellence and collaboration across teams while addressing client needs and challenges.
Top Skills:
Analytics PlatformsAPIsMobile SdkSaaSSQLWeb Sdk
What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
