Customer Service Specialist - Manager | US Accounting

Role & responsibilities

• Act as an SME for US accounting and financial processes.
• Handle complex customer queries related to accounting, bookkeeping and financial processes.
• Provide support to customer service teams on accounting-related queries and process issues.
• Handle customer escalations and ensure timely and accurate resolution.
• Interact directly with US-based clients/customers and understand their requirements.
• Explain accounting processes and financial concepts to customers in a clear and simple manner.
• Support frontline teams with process guidance and complex case resolution.
• Identify recurring customer issues and work with Operations/Quality teams to improve processes.
• Monitor customer interactions and identify opportunities to improve customer experience and service quality.
• Conduct root-cause analysis of customer complaints and recommend corrective actions.
• Track key metrics such as CSAT, SLA, FCR and Quality.
• Develop and maintain SOPs, process guides and knowledge articles.
• Support training and coaching of customer service teams on accounting processes and customer handling.
• Work closely with US stakeholders and internal teams to ensure smooth service delivery.

Preferred candidate profile