Accounting Services Manager

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.

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.

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.

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.

Drive initiatives that improve customer satisfaction, agent efficiency, and cost-effectiveness.

Required Qualifications

Demonstrated experience with hybrid and multi-channel team structures (in-house, remote, outsourced).

Experience managing high-volume support operations with quality and efficiency metrics.

Preferred Qualifications

Exposure to accounting or finance operations, particularly related to billing, reconciliation, or customer account management will be strongly considered .

Additional Details

This role is on-site only and must be based out of the Upwell headquarters in Elkhorn, Nebraska (greater Omaha area) .