Job Summary
As an Accounting Software Customer Success Associate or Manager, you will play a crucial role in assisting our clients understand our product and resolve issues, whether bookkeeping or product related. You will be responsible for providing exceptional customer support, onboarding new customers, troubleshooting software-related problems with our product and engineering team, and delivering solutions to ensure our clients can effectively manage their financial operations. This position is ideal for individuals who have a seasoned expertise in bookkeeping or accounting, and and an eagerness to join a fast-paced fintech startup and get more first hand exposure to modern software and artificial intelligence.
This job is remote anywhere in the US or Canada.
What you'll do
Customer Support: Provide timely and courteous customer support via phone, email, and chat channels, addressing user inquiries and technical issues related to our accounting software products.
Issue Resolution: Diagnose and troubleshoot software problems, documenting issues and solutions accurately in our support system. Collaborate with product managers or head of customer success when necessary to resolve complex issues.
Training and Onboarding: Assist clients in the onboarding process, providing guidance on setting up and configuring our software to meet their specific accounting needs.
Product Knowledge: Maintain a deep understanding of our accounting software products, staying up-to-date with product updates and new features.
Documentation: Create and update user guides, FAQs, and knowledge base articles to help clients resolve common issues independently.
Feedback Collection: Collect and relay customer feedback and feature requests to the product development team to improve software functionality and user experience.
Quality Assurance: Participate in testing new software releases to identify and report bugs or issues before they are released to clients.
Qualifications
Previous experience in accounting or finance, ideally in a bookkeeping role.
Bachelor's degree in accounting, finance, business, or a related field (or equivalent relevant experience) preferred.
Strong interest in accounting software and technology.
Excellent communication skills, both written and verbal.
Customer-centric mindset with a passion for delivering exceptional customer service.
Strong problem-solving skills and attention to detail.
Ability to work collaboratively within a team.
Deep understanding of accounting principles, and how bank, credit card, and payroll reconciliations work.
Prior experience in a customer support role or familiarity with accounting software is advantageous but not required.
Nice to have
Experience in tech, C-Corp tax or accounting
Understanding of burn and runway
Knowledge of intercom or other support ticket system
Salary & Benefits
Competitive compensation package with salary and equity. All Puzzle employees are owners in Puzzle, and we offer a 10 year exercise window for stock options (pending board approval for long-term employees who leave on good terms).
100% Medical, Dental, and Vision insurance for employees (and for dependents, 50% covered). For Medical, choose between an Anthem Gold PPO plan or Kaiser HMO Platinum plan (CA-only).
Your choice of a "Flex Benefit" depending on your work preferences and lifestyle. Depending on what you choose, the benefit includes things such as virtual or IRL meals with colleagues, home WiFi coverage, or a co-working space hot desk (estimated value of flex benefit is ~$250+/month).
Discretionary "co-located work" travel budget and team offsites. We have two official offsites a year (one in the Bay Area and one in another fun location, health restrictions permitting). In addition to our regular offsites, we allow up to $2,400 a year per employee for travel associated with co-located work with Puzzle teammates and sponsor ad-hoc, optional co-working weeks while we are still small.
$1,000 home office budget for all employees, plus a top-of-the-line Macbook Pro.
$600 annual learning & development budget to invest in yourself.
401K account to save for your future.
Flexible PTO. We expect you to take the time you need to recharge!
Short-term and long-term disability insurance + life insurance 100% covered by Puzzle.
Remote-first company with annual offsites.
How to Apply
Does this role sound like a good fit? Email us at careers@puzzle.io.
Include the role's title in your subject line and a brief description of you, your background, and why you're interested in joining Puzzle.
Puzzle is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.