Job description
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CPT-9535 Customer Support Manager
REQUIRED SERVICE: Business Support VA
REQUESTED EXPERIENCE TIER LEVEL: Junior - advanced Level
MIN. HOURS/WEEK: 40 hours/week
SHIFT TIME ZONE: PST
SHIFT HOURS: 9am - 6pm PST
SHIFT DAYS: M-F
Number of VAs: 1
GENDER PREFERENCE: N/A
LANGUAGES SPOKEN/PREFERENCE: English
ACCENT PREFERENCE: Neutral to No Accent
REGION PREFERENCES: N/A
Customer Support Manager
Role Overview:
As a Customer Service Manager at Otto AI, you’ll play a vital role in supporting the day-to-day financial operations of our customers - many of whom are solopreneurs managing six-figure creative businesses. You’ll help ensure they feel confident, informed, and empowered in managing their finances.
In this role, you’ll handle a variety of questions ranging from S-Corp setup to categorizing transactions to understanding tax compliance timelines. You’ll work closely with our internal bookkeeping and tax teams to solve issues, provide clarity, and serve as a trusted point of contact throughout each customer’s journey. If you’re excited about supporting real entrepreneurs and making complex topics approachable, this role is for you.
Responsibilities:
- Provide clear, professional, and timely support to Otto customers via email, phone, and text
- Guide customers through financial workflows related to entity setup, EIN registration, S-Corp election, and payroll onboarding
- Host transaction clarification calls with customers to ensure financial data is categorized correctly
- Maintain detailed records of customer interactions in Otto’s CRM and workflow systems
- Collaborate cross-functionally with our internal tax and bookkeeping teams to resolve customer issues efficiently
- Stay current on Otto’s evolving features and service offerings and communicate those updates effectively to customers
- Identify patterns and opportunities to improve the customer experience and internal workflows
- Support the development of a knowledge base and internal documentation
Qualifications:
2+ years of experience in a customer-facing role (customer success, client services, or account management)
Bachelor’s degree or equivalent experience in finance, accounting, or a related field preferred
Experience supporting customers in a finance, accounting, payroll, or business formation context
Strong understanding of small business workflows, including LLC/S-Corp setup, EINs, and payroll systems
Excellent communication skills with the ability to explain financial concepts in plain language
High attention to detail and comfort with spreadsheets (Google Sheets/Excel)
Ability to multitask, manage shifting priorities, and thrive in a fast-paced startup environment
Familiarity with tools like QuickBooks, Gusto, Notion, Slack, or HubSpot is a plus
Comfortable working remotely during Pacific Time business hours
Want to work with this amazing client? Apply now and join 20four7VA! Join the remote world, today.
What we offer:
- Competitive rates
- Weekly payments
- Annual rate increase (based on performance)
- Paid time off
- Paid holidays
- Various open roles are available
- Free training and upskilling
- Constant support and guidance from managers and mentors
- Clear schedules and guidelines
- A vibrant community always ready to support you
- And more!
