Customer Support Specialist

The role

You will help small businesses set up on the bookkeeping service and serve as their ongoing point of contact. You will use bookkeeping knowledge to answer questions, troubleshoot issues, and provide customer experience.

What you will do

• Run live video onboarding calls with new customers to gather business context and complete bookkeeping setup.
• Support customers across chat and email by answering bookkeeping questions and diagnosing issues.
• Maintain accurate customer notes and status updates in internal systems.
• Collaborate with other Layer teams to improve workflows and surface product feedback.
• Exceed partner and customer expectations by providing proactive and detail-oriented support.

Required qualifications

• 2+ years of experience in a customer-facing or bookkeeping role
• Familiarity with small business bookkeeping fundamentals and basic financial concepts
• Strong live communication and active listening skills
• Excellent written communication skills
• Strong attention to detail and ability to manage multiple tasks simultaneously
• An ownership and growth mindset

About the company

Layer is building a new kind of accounting software and bookkeeping that lives within the existing software tools SMBs use every day. Their platform allows software companies to launch modern accounting software and bookkeeping services to their SMB customers.