Bookkeeping Team Lead

Key responsibilities Assist Bookkeepers in resolving client inquiries and escalating technical issues to the appropriate teams. Advanced CRM/Helpdesk Tools Knowledge: Expertise in HubSpot or other ticketing systems for case management and reporting. Assist the team in preparing financial reports, P&L Statements and GL Ledgers 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 bookkeeping inquiries, ensuring that all tickets are cleared (Inbox Zero) by the end of each day. 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. Mandatory: Share a quick Loom video (1-2 minutes max) briefly walking us through your experience, and highlighting why you believe your skills and experiences make you a good fit for this role. Skills and qualifications Experience in managing or leading a bookkeeping team, preferably in preparing financial statements for businesses of all sizes. 5+ years working as a bookkeeper. 3+ years working as a team-lead or manager. 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 46 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.