Join a dynamic team as an Analyst specializing in Customer Experience and Strategy Design for Mid-Market clients. This role offers an exciting opportunity to make a significant impact on customer satisfaction and business growth.

This position focuses on providing exceptional support and driving value for our mid-market customers. You will be at the forefront of ensuring our clients receive the best possible service, leveraging your expertise in accounting, finance, and customer engagement.

Provide top-tier phone and chat support, prioritizing first-contact resolution for core workflows. Diagnose and resolve customer issues using a structured approach, leveraging various resources and collaborating with escalation teams when necessary.

Maintain meticulous documentation of all customer interactions in Salesforce, ensuring clarity and completeness for seamless case management. Proactively manage your case queue, adhering to service level agreements and maintaining high availability standards.

Deliver empathetic, professional, and technically sound customer interactions. Clearly communicate expectations, explain resolutions in simple terms, and confidently uphold policies while exploring alternative solutions.

Actively solicit customer feedback, incorporating coaching to enhance resolution quality, case efficiency, and overall satisfaction. Contribute to workforce planning by maintaining an updated work schedule.

Participate actively in team discussions and operational workflows. Complete all mandatory compliance, product, and certification training. Progress through advanced training modules based on demonstrated proficiency in core areas.

A Bachelor's degree in Accounting, Finance, Commerce, Business, or a related field is required.

We are seeking candidates with 3-6 years of relevant experience in Finance & Accounting (F&A), including audit, tax, accounting outsourcing, or similar finance roles.

Possess a strong understanding of bookkeeping principles, business financial operations, and financial software workflows used by mid-market businesses. This includes general ledger structure, A/R, A/P, reconciliations, and reporting essentials.

Demonstrated ability to manage multiple tasks and cases concurrently within a structured, SLA-driven environment is essential. Strong analytical and troubleshooting skills are crucial for identifying root causes and guiding customers through resolution steps.

Additional experience requirements include 1-2+ years of selling experience (call center sales, outside sales, or SaaS platforms), experience in high-volume transactional sales, and proven application of key sales methodologies (Challenger, SPIN, Solution, Sandler).

Client-facing experience of 2+ years is expected, encompassing customer service, account management, or audit/accounting client servicing roles.