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Account Management Team Lead

doola· Operations
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Hybrid (Remote (Philippines / US))Full-timePosted 11mo ago

About the role

Account Manager Team Lead responsible for coaching a team of account managers, ensuring SLA adherence, handling client inquiries, and driving client satisfaction in a fast-paced remote environment.

Responsibilities

  • 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 tax-related inquiries, ensuring that all tickets are cleared (Inbox Zero) by the end of each day.
  • Assist Account Managers in resolving client inquiries and escalating technical issues to the appropriate teams.
  • 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.

Qualifications

  • 5+ years of experience working as a customer service agent or equivalent
  • 3+ years of experience working as a team-lead or manager
  • Experience in managing or leading a customer-facing team, preferably in account management or client success.
  • 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.

Skills

Required:Coaching and people leadershipSLA managementTicketing system (HubSpot)Reporting and metricsEscalation handlingCommunication

Benefits

  • Competitive compensation package with insane opportunity for growth.
Last updated Jul 8, 2026. Interested? Apply on the company site.
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About doola

Business-in-a-Box™ for LLCs

doola is a “Business-in-a-Box” for creators. We take care of everything creators need to form an LLC, set up their bank account, accept payments, and manage ongoing compliance and tax filings. We realized how difficult it was to set up the full stack of software and accounts you need to get a business off the ground. This is the same problem faced by online businesses, who begin their business as a side hustle, and just want to focus on growing their business, not annoying administrative work. That’s why we built doola: to take care of it all. Today, people on every continent have launched companies with doola. (HQ: New York)

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