About the job
About Layer
In the past decade, a dynamic ecosystem of software tools for small and medium-sized businesses (SMBs) has flourished, enabling them to effectively manage their operations. These tools facilitate various functions, from payments to payroll, yet the realm of accounting has remained stagnant. Many small business owners continue to grapple with disjointed, generic accounting solutions and high-cost bookkeeping services.
At Layer, we are pioneering a revolutionary approach to accounting software and bookkeeping that integrates seamlessly with the everyday tools that SMBs rely on. Our platform empowers software companies to swiftly deploy modern accounting solutions and bookkeeping services to their SMB clientele, thereby rendering obsolete the need for outdated accounting tools or costly bookkeepers.
The Role
As a Bookkeeping Support Specialist at Layer, you will play a crucial role in ensuring small businesses are set up efficiently on our bookkeeping service and will serve as their dedicated point of contact. Your expertise in bookkeeping will enable you to respond to user inquiries, resolve issues, and deliver an outstanding customer experience.
In this position, you will:
Conduct live video onboarding sessions with new clients to collect essential business information and finalize bookkeeping setups (including bank/credit card integrations and historical bookkeeping requirements).
Assist customers via chat and email by addressing bookkeeping inquiries, diagnosing problems, and guiding them towards prompt and empathetic resolutions.
Keep precise customer records and status updates in our internal systems to ensure effective follow-ups and seamless transitions.
Work collaboratively with other Layer teams to enhance workflows and provide product feedback based on recurring customer needs.
Surpass partner and customer expectations by delivering thoughtful, proactive, and detail-oriented support.

