Delivery Manager | Customer Experience

Role Overview

Provide Tier 1 phone and chat support to Mid Market customers on Mid Market Core workflows, with strong focus on first-contact resolution. Demonstrate a comprehensive understanding of QuickBooks Online (Plus / Advanced) to confidently support customers.

What You Will Do

Diagnose customer issues using a structured, hypothesis-driven approach, document every interaction thoroughly in Salesforce, and manage an active case queue with self-direction.

Why It Might Be a Fit

Deliver high-quality customer interactions that reflect empathy, professionalism, and technical confidence, and invite customers to complete satisfaction surveys.

Requirements

• Bachelor’s degree in Accounting, Finance, Commerce, Business or related field
• 6–10 years of F&A experience (audit, tax, accounting outsourcing, or equivalent finance roles)
• Strong working knowledge of bookkeeping principles, business financial operations, and financial software workflows used by mid-market businesses
• Proven ability to manage multiple tasks or cases simultaneously within a structured SLA-driven environment
• Strong analytical and troubleshooting skills with the ability to identify root causes and guide customers through structured resolution steps
• 2+ years of selling experience (including call center sales, outside sales, or SaaS platform solutions)
• Experience in high volume or transactional sales environment
• Proven experience in utilizing key sales methodologies such as Challenger, SPIN, Solution or Sandler
• 2+ years client-facing experience (customer service, account management, audit / accounting client servicing, or equivalent)
• Strong verbal and written communication skills in English (minimum B2+ proficiency required)
• Consultative communication style — able to explain complex technical details clearly to financial professionals
• Strong documentation skills: ability to write logical, detailed case notes outlining steps taken and errors observed
• High-empathy de-escalation skills — ability to calm frustrated customers while simultaneously progressing toward resolution
• Behavioral competency screen — Ability to Learn, Empathy, Initiative, Resilience