With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

JOB DESCRIPTION

We are seeking an energetic, client-focused Accounting Solutions Support Lead to join our SaaS organization, supporting 2-4 brands. This role blends technical accounting expertise, client engagement, and leadership, overseeing a support desk team of 2-5 direct reports. The Specialist will act as a trusted advisor to internal and external clients, diagnosing accounting challenges, offering tailored ERP and accounting solutions, and ensuring exceptional support.This role requires coaching and developing staff, maintaining a 2-hour SLA response time and a 48-hour resolution goal, tracking and analyzing cases for executive reporting. The Lead will document and develop operational procedures, create training content, and ensure tool compliance across desktop, web, and mobile platforms. Reporting directly to the Vice President of Customer Care Operations, this position requires a consultative approach to client engagement, problem-solving, and accounting software expertise.

USER TRAINING & EDUCATION

• Develop and deliver training programs for internal teams and external clients on accounting principles and system usage.
• Create documentation, SOPs, and educational videos demonstrating tool functionality and compliance.
• Ensure team members stay updated on industry regulations, accounting best practices, and software advancements.

CUSTOMER EXPERIENCE & COLLABORATION

• Lead the support desk team, ensuring high performance and adherence to SLA standards.
• Coach and develop direct reports to provide exceptional customer support.
• Track and analyze case trends, compiling reports for executive leadership on ticket resolution metrics and customer satisfaction.

REQUIREMENTS

Knowledge and Skills:

• Strong background in accounting, SaaS support, or ERP systems.
• Proven ability to lead and coach a support team in a fast-paced environment.
• Excellent analytical, problem-solving, and communication skills.
• Ability to develop operational procedures, training materials, and process documentation.
• Experience providing technical support, troubleshooting, and system compliance oversight.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in accounting, Finance, Business, or a related field preferred.
• 3-5 years of experience in SaaS support, accounting, ERP solutions, or a similar technical role.
• Prior experience managing a support desk team or leading direct reports.