Customer Support Manager

Summary

Join Otto AI as a Customer Service Manager and play a vital role in supporting the day-to-day financial operations of its customers, many of whom are solopreneurs managing six-figure creative businesses. You will help ensure customers feel confident and empowered in managing their finances by handling various questions related to S-Corp setup, transaction categorization, and tax compliance timelines. This role involves working closely with internal bookkeeping and tax teams to solve issues and serve as a trusted point of contact. The ideal candidate will be excited about supporting real entrepreneurs and making complex topics approachable. This position offers competitive rates, weekly payments, annual rate increases, paid time off, paid holidays, free training, and constant support and guidance.

Requirements

• 2+ years of experience in a customer-facing role (customer success, client services, or account management)
• Bachelor’s degree or equivalent experience in finance, accounting, or a related field preferred
• Experience supporting customers in a finance, accounting, payroll, or business formation context
• Strong understanding of small business workflows, including LLC/S-Corp setup, EINs, and payroll systems
• Excellent communication skills with the ability to explain financial concepts in plain language
• High attention to detail and comfort with spreadsheets (Google Sheets/Excel)
• Ability to multitask, manage shifting priorities, and thrive in a fast-paced startup environment
• Comfortable working remotely during Pacific Time business hours

Responsibilities

• Provide clear, professional, and timely support to Otto customers via email, phone, and text
• Guide customers through financial workflows related to entity setup, EIN registration, S-Corp election, and payroll onboarding
• Host transaction clarification calls with customers to ensure financial data is categorized correctly
• Maintain detailed records of customer interactions in Otto’s CRM and workflow systems
• Collaborate cross-functionally with our internal tax and bookkeeping teams to resolve customer issues efficiently
• Stay current on Otto’s evolving features and service offerings and communicate those updates effectively to customers
• Identify patterns and opportunities to improve the customer experience and internal workflows
• Support the development of a knowledge base and internal documentation

Preferred Qualifications

Familiarity with tools like QuickBooks, Gusto, Notion, Slack, or HubSpot is a plus

Benefits

• Competitive rates
• Weekly payments
• Annual rate increase (based on performance)
• Paid time off
• Paid holidays
• Free training and upskilling
• Constant support and guidance from managers and mentors
• Clear schedules and guidelines
• A vibrant community always ready to support you