Heard

• Lead and develop a team of offshore bookkeepers, driving high performance, accountability, and continuous improvement • Manage performance targets across quality, productivity, SLAs, and automation adoption • Optimize core workflows (month-end, payroll, onboarding, year-end) to improve efficiency and accuracy • Use data and reporting to identify trends, resolve bottlenecks, and elevate team performance • Manage BPO partner relationships to ensure consistent, high-quality service delivery • Partner cross-functionally with Tax, Support, and Product to resolve complex issues and improve the customer experience • Increase automation adoption to reduce manual work and enable scalable growth • Maintain strong internal controls to protect accuracy, compliance, and customer trust

• own and grow relationships that bring therapists to Heard • manage mid-tier partner ecosystem & affiliate program • run webinar program end-to-end • drive co-marketing execution with instinct for content • work closely with Head of Partnerships for strategic direction • relationship management, follow-through, and creative problem-solving

• Ship features and systems across the full stack, primarily in Node, Typescript, AWS, and Postgres • Work across retention, automation, and new product initiatives depending on what matters most right now • Build and maintain integrations with third-party services and APIs across the platform • Design and build automated workflows that reduce manual operational effort (bookkeeping, reconciliation, support) • Collaborate daily with product managers, designers, operations leads, and other engineers - this role is highly cross-functional • Drive architectural decisions on scope, feasibility, and tradeoffs with minimal hand-holding • Lead by example – your output and approach raise the bar for the team

• Provide phone support as primary communication channel, responding to inbound customer inquiries with professionalism and empathy • Respond to customer inquiries across multiple channels including email, chat, and social media • Resolve customer issues or escalate to Technical Support, Accounting Support, Customer Success, and other departments as needed • Develop working knowledge of bookkeeping, tax, and payroll processes to address customer questions accurately • Contribute to documentation, training materials, and process improvements