Senior Bookkeeper

Key responsibilities

● Assist Bookkeepers in resolving client inquiries and escalating technical issues to the appropriate teams.

● 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.

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 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.

Bonus 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.