Customer Support Specialist - Bookkeeping

About the Company

Rockstar is a mobile-first digital product studio that transforms ideas into outstanding experiences. Comprised of a team of skilled professionals, they specialize in delivering exceptional digital technology and design. Their remote and lean structure enables swift progress while maintaining high-quality outcomes.

Opportunity Overview

In recent years, numerous software tools have been developed to help small and medium businesses (SMBs) manage various operations such as payments and payroll. However, accounting solutions for SMBs remain underdeveloped, leaving business owners to rely on disconnected software or costly bookkeepers. The company is innovating by creating accounting and bookkeeping services integrated within everyday tools SMBs already use. This platform allows software providers to offer modern accounting solutions without the need for traditional software or bookkeepers.

Role Description

The Customer Support Specialist will assist small business customers in smoothly onboarding onto the bookkeeping service and continue as their primary contact. They will use their bookkeeping knowledge to address user inquiries, resolve problems, and deliver outstanding customer support.

Key Responsibilities

• Conduct live video onboarding sessions with new clients to gather business details and complete bookkeeping setup, including bank and credit card integration and handling prior bookkeeping needs.
• Provide assistance to customers via chat and email, answering bookkeeping-related questions, diagnosing issues, and delivering timely and empathetic solutions.
• Keep precise records of customer interactions and updates within internal systems to ensure follow-up and seamless coordination.
• Work collaboratively with other teams to enhance processes and relay product feedback drawn from recurring customer insights.
• Surpass expectations of customers and partners through proactive, careful, and thoughtful support.

Required Skills and Experience

• At least two years in customer-facing roles such as support or onboarding, or experience in bookkeeping.
• Understanding of small business bookkeeping basics and fundamental financial concepts.
• Excellent verbal communication and active listening abilities for live interactions.
• Strong written communication proficiency.
• Detail-oriented with the capability to multitask effectively.
• A proactive ownership attitude and a mindset geared towards growth.