Join a dynamic team focused on delivering exceptional customer experiences for mid-to-large businesses. This role involves providing consultative support and streamlining operations to help clients overcome growth challenges. You'll be at the forefront of assisting businesses that generate over $2.5 million in annual revenue, empowering them with efficient product utilization and automation.

This position is ideal for individuals passionate about customer success and possess a strong understanding of financial workflows. We are seeking proactive problem-solvers who can enhance client efficiency and drive business growth through expert guidance and support.

Provide Tier 1 phone and chat support for core QuickBooks Online workflows, prioritizing first-contact resolution. Develop deep expertise in QuickBooks Online (Plus/Advanced), including accounting functions, system configurations, and integrations to address diverse customer issues. Employ a structured, hypothesis-driven approach to diagnose problems using available resources and tools. Thoroughly document all customer interactions in Salesforce with detailed case summaries and troubleshooting steps.

Manage an active case queue with autonomy, ensuring proactive follow-ups and timely closures while adhering to Service Level Agreements (SLAs). Deliver empathetic, professional, and technically proficient interactions to business owners, finance teams, and accounting professionals. Set clear expectations, explain solutions in plain language, and uphold policy requirements. Actively solicit and incorporate customer feedback to continuously improve service quality and satisfaction.

Maintain an updated schedule, including potential coverage for TurboTax during peak seasons. Engage actively in team communications and operational workflows. Complete all mandatory compliance, product, and certification training on time. Progress through upskilling pathways in Payroll, Payments, and advanced Mid Market modules. Gain comprehensive insight into customer business operations to recommend appropriate QuickBooks ecosystem solutions and complete sales, including new customer acquisition and ecosystem expansion.

A Bachelor's degree in Accounting, Finance, Commerce, Business, or a related field is required. Possess 6-10 years of experience in Finance & Accounting, such as audit, tax, or accounting outsourcing. Demonstrate strong working knowledge of bookkeeping principles, business financial operations, and financial software workflows utilized by mid-market businesses. This includes a solid understanding of general ledger structure, accounts receivable, accounts payable, reconciliations, and reporting fundamentals.

Proven ability to simultaneously manage multiple tasks and cases within an SLA-driven environment. Exhibit strong analytical and troubleshooting skills, with the capacity to identify root causes and guide customers through resolution steps. A minimum of 2 years of selling experience, encompassing call center, outside sales, or SaaS platform solutions, is essential. Experience in a high-volume or transactional sales environment is highly valued.

Possess 2+ years of client-facing experience in roles such as customer service, account management, or audit/accounting client servicing. Strong English verbal and written communication skills (minimum B2+ proficiency) are necessary. Employ a consultative communication style, effectively explaining complex technical details to financial professionals and anticipating customer needs. Excellent documentation skills for writing detailed case notes are required. High-empathy de-escalation skills to manage frustrated customers are crucial. Behavioral competencies in Learning, Empathy, Initiative, and Resilience are important.