About the Role
Upwell is seeking a seasoned and dynamic Accounting Services Manager to lead our growing Enablement team. This in-person leadership role is pivotal in delivering a world-class support experience across a range of customer touch points, while building and optimizing internal service delivery processes. The ideal candidate has a proven track record managing support teams in high-volume environments and is comfortable driving performance, scaling operations, and cultivating a service-first culture.
Key Responsibilities
- Team Leadership & Development
- Manage and develop a team of customer service and support agents across in-person, remote, and outsourced environments.
- Provide hands-on coaching, training, and mentorship to enhance team performance, service quality, and morale.
- Set KPIs, service level targets, and monitor team productivity and performance metrics.
- Operational Oversight
- Oversee day-to-day operations of the service center, ensuring prompt, accurate, and professional handling of customer inquiries, complaints, and requests.
Design, document, and optimize standard operating procedures for service workflows. - Manage workforce planning and schedule adherence across multiple time zones and support structures.
- Recruitment & Onboarding
- Lead hiring efforts for new support team members, including creating job descriptions, interviewing, and selecting candidates.
Design and deliver onboarding programs to ensure quick ramp-up and alignment with service standards. - Balance onboarding of resources between on-site and outsourced support
- Collaboration & Reporting
- Partner with cross-functional departments including onboarding, customer success, engineering to align service delivery with broader business goals.
Produce and present regular reports on team performance, customer transaction trends, and service improvements to leadership.
- Continuous Improvement
- Drive initiatives that improve customer satisfaction, agent efficiency, and cost-effectiveness.
- Implement and oversee tools, systems, or technology improvements (e.g., SOP & documentation, ticketing systems, knowledge bases).
Required Qualifications
- Minimum 3 years of experience managing customer service/support teams, including direct supervision and performance management.
Demonstrated experience with hybrid and multi-channel team structures (in-house, remote, outsourced). - Proven experience with team recruitment, hiring, training, and professional development.
Experience managing high-volume support operations with quality and efficiency metrics. - Strong analytical skills and ability to generate actionable insights from data.
- Excellent communication, leadership, and interpersonal skills.
- Proficient in customer support platforms (e.g., Zendesk, Hubspot, Freshdesk) and productivity tools.
Preferred Qualifications
- Background in transportation and/or logistics operations, with understanding of carrier, shipment, and fulfillment processes.
Exposure to accounting or finance operations, particularly related to billing, reconciliation, or customer account management will be strongly considered. - Experience in a fast-paced, growth-stage company or startup environment is a bonus.
Additional Details
This role is on-site only and must be based out of the Upwell headquarters in Elkhorn, Nebraska (greater Omaha area).
