Help build the OS for the next generation of creators

doola is building the OS for the next generation of online creators. Formation. Legal Docs. EIN. US Address. Bank Account. Payments. Taxes. Website. US Phone Number. $1000s in Software Perks. And More. We handle the operational details. You grow your business. From start to six figures+ in revenue, we're with our companies for the long term. Welcome to your business's OS.

Our mission is to unlock the power and potential of human entrepreneurship and democratize access to wealth creation by empowering anyone in the world to turn their dream idea into their dream US business.

About doola

doola is a dynamic company committed to simplifying the complexities of business formation, payment setup, compliance, taxes, and more. We empower entrepreneurs and businesses of all sizes to navigate the intricate landscape of financial and regulatory requirements with ease, allowing them to focus on what truly matters - building and growing their ventures.

About the Role

We are seeking a highly motivated and skilled Account Manager Team Lead to oversee our team of Account Managers at Doola. As a Team Lead, you will be responsible for ensuring that client inquiries are addressed promptly and effectively, maintaining a high level of client satisfaction, and guiding your team to deliver exceptional service. This role requires strong leadership, a deep understanding of client management, and the ability to thrive in a fast-paced, dynamic environment.

Key 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.

Skills and 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.

Bonus qualifications

• Advanced CRM/Helpdesk Tools Knowledge: Expertise in HubSpot or other ticketing systems for case management and reporting.
• Process Improvement: Familiarity with continuous improvement methodologies.
• Experience with Client Retention Strategies: Proven track record of improving client satisfaction and reducing churn within a service environment.

Why join us

• Opportunity to work with a dynamic and innovative company at the forefront of the industry.

• Collaborative and supportive team environment with opportunities for growth and development.

• Competitive compensation package with insane opportunity for growth.

Our values and non-values

• Establishing team values is critical. We believe it’s equally essential to identify team non-values. We’re stronger in driving our mission home with both values and non-values taken into account. Note: Our goal in sharing these up front and transparently is to be as straightforward with people as possible. Our goal is not to be combative in our language; it’s to be straightforward.

• Action Item: If you read these values and non-values and get more fired up about working at doola, lets talk: https://www.doola.com/careers/

If you are passionate about helping businesses succeed and thrive, and you possess the skills and experience outlined above, we want to hear from you. Join us at doola and be part of a team dedicated to simplifying the path to business success.

doola is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

To get a sense of the technology we use at our company, and the hard/interesting technical problems we're solving, here is what we look for in full stack engineers:

• Thoughtful problem-solving: For you, problem-solving starts with a clear and accurate understanding of the context. You can decompose tricky problems and work towards a clean solution, by yourself or with teammates. You're comfortable asking for help when you get stuck.
• Shipping quality user interfaces: You can work with others to build and maintain quality user interfaces for a big audience, using Web technologies like HTML, CSS, JavaScript, and a modern UI framework like React. If you've experienced the technical challenges of rapid growth, that's a plus.
• Familiarity with the backend: You understand how parts of a system fit together—from the user interface to the data model. Experienced candidates should be familiar with relational and document-oriented database systems like MySQL and MongoDB.
• Pragmatic and business-oriented: You care about the business impact of what you're building, and you prioritize projects accordingly. You're not just going after cool stuff—you understand the balance between craft, speed, and the bottom line.
• Put users first: You think critically about the implications of what you're building and how it shapes real people's lives. You understand that reach comes with responsibility for our impact—good and bad.
• Not ideological about technology: To you, technologies and programming languages are about tradeoffs. You may be opinionated, but you're not ideological and can learn new technologies as you go.
• Empathetic communication: You communicate nuanced ideas clearly, whether you're explaining technical decisions in writing or brainstorming in real-time. In disagreements, you engage thoughtfully with other perspectives and compromise when needed.
• Team player: You understand when work is better, together. You enjoy collaborating cross-functionally to accomplish shared goals, and you care about learning, growing, and helping others to do the same.
• Bonus points: You're proficient with any part of our technology stack: React, TypeScript, Node.js, and MongoDB.