Account Management Team Lead

Summary

Join doola, a dynamic company simplifying business complexities, as a highly motivated Account Manager Team Lead. Oversee a team of Account Managers, ensuring prompt and effective responses to client inquiries and maintaining high client satisfaction. Guide your team to deliver exceptional service, requiring strong leadership and a deep understanding of client management. This role demands thriving in a fast-paced environment and involves coaching team members, adhering to SLAs, managing client-facing tax inquiries, resolving client issues, identifying systemic problems, and reporting on team performance. Doola offers a competitive compensation package and opportunities for growth within a collaborative and supportive team environment.

Requirements

• 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

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

Preferred 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

Benefits

• 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