Account Support Team Lead



Customer Service
Nashville, TN, USA
Posted on Wednesday, April 19, 2023

The Role

The #1 thing customers love about Pilot is how much we value, prioritize, and celebrate providing a customer experience of unparalleled quality.
Pilot’s Account Support team partners with our Operations teams to deliver high-quality financial services at scale, including assisting with bookkeeping tasks, asking and answering questions about a customer's financial and business needs, and works to improve efficiency and quality through process changes and automation.
An Account Support Lead manages a team of Account Support Specialists.

Key Responsibilities

  • Support the happiness, effectiveness, and growth of your team members through onboarding, ongoing training, regular feedback, and career planning
  • Cultivate a high-functioning team through clear goal-setting, iteration on team processes, and culture building
  • Define and evolve our support processes as we take on customers with new needs in new verticals
  • Ensure team metrics are achieved through work orchestration, monitoring quantity and quality, and communicating with the team to identify and remove blockers
  • Grow the team through training, development opportunities, process documentation, and efficiency exercises

About You

  • Excellent written communication skills
  • Ability to thrive in a high-paced, flexible environment
  • A natural achiever with proven attention to detail
  • A love of problem solving and making teams and processes more efficient
  • A hands-on leader willing to “roll up their sleeves”
  • Delight in providing an exceptional customer experience
  • Ability to lead a diverse team, maintaining team culture through valuing ideas of all
  • Delegation and organization skills
  • Approximately 1 year + experience in technical project management a plus, but not required
  • No accounting experience is required.

About Pilot

Pilot launched in 2017 to bring the back office into the modern era. Pilot provides small businesses with dedicated finance experts - which Pilot hires as full-time, U.S.-based employees - who learn the ins-and-outs of their business. Pilot integrates directly with the billing, banking, expense, and payroll systems customers already use. With a special blend of custom software and expert bookkeepers, Pilot delivers accurate, consistent bookkeeping and financial management and tax services that give entrepreneurs the freedom to focus on their business.

Pilot has over 1,000 customers and has raised over $170 million in financing from Sequoia, Index Ventures, Stripe, Bezos Expeditions, and Whale Rock. Our investors also include a long list of world-class entrepreneurs, including Patrick and John Collison, Drew Houston, and Diane Greene. Our most recent funding round doubled our valuation to $1.2 billion – Meet Fintech’s Newest Unicorn.

Why Pilot?

  • We invest in our employees’ development and happiness because our employees are the keys to our success and ensuring happy customers
  • The opportunity to join a seasoned founding team that has led companies through two prior successful startups and acquisitions (by Oracle and Dropbox).
  • Flexible vacation/time-off policy
  • All federal holidays are observed
  • Competitive benefits package including wellness benefits such as Modern Health, Headspace, One Medical, Aaptiv and Rightway
  • Parental leave for birthing or non-birthing parents – 100% pay for 12 weeks
  • 401(k) plan

The base pay range target for the role seniority described in this job description is $55,000 - $70,000 in Nashville, TN. Final offer amounts depend on multiple factors such as candidate experience and expertise, geographic location, total compensation, and market data. In addition to cash pay, full-time regular positions are eligible for equity, 401(k), health benefits, and other benefits; some of these benefits may be available for part-time or temporary positions.

Pilot commits to provide a work environment free of discrimination and harassment, as well as equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. You may view all of Pilot’s recruiting notices here, including our EEO policy, recruitment agency policy, recruitment scam notice, and important E-Verify information. You may view our job candidate privacy policy here.