Provide accounting support by preparing invoices and maintaining records. Record payments and resolve discrepancies while collaborating with internal departments on billing issues. Assist with audits and cover for absent specialists as needed.

Role Description The Supervisor is responsible for leading Customer Support Services operations to ensure high-quality service delivery, customer satisfaction, and compliance with established service level agreements. This role directs and supervises staff performing customer support, issue resolution, processing research, data analysis, and outreach activities, while serving as the first level of escalation and driving team performance, process improvement, and operational accountability. - Supervise day-to-day Customer Support Services operations to ensure staff performance aligns with business needs, customer expectations, and established service level agreements. - Develop and maintain advanced customer service skills, continuously improving staff skills. - Set priorities, assign work, and coordinate team activities to ensure consistent progress toward established goals and service targets. - Serve as the first escalation point for complex customer issues when standard troubleshooting efforts have been exhausted. - Support inbound calls, outbound calls, email, and back-office operations as needed to maintain service continuity and meet workload demands. - Monitor service issues, case activity, and team output to ensure service level agreements and quality standards are consistently achieved. - Identify trends, recurring issues, and operational gaps, and recommend improvements to streamline workflows and enhance service delivery. - Develop, maintain, and reinforce advanced customer service knowledge and skills, and coach staff continuously to improve performance and customer experience. - Build, mentor, and motivate effective teams by providing clear expectations, regular feedback, and structured support. - Oversee staffing-related responsibilities, including recruiting, onboarding support, timecard approval, performance evaluations, disciplinary actions, and personnel recommendations related to promotions, compensation, and termination. - Communicate job expectations and ensure compliance with organizational policies, procedures, and core values. - Partner with management to prepare, analyze, and communicate operational metrics, reports, and performance insights. - Maintain a strong customer service culture focused on professionalism, accuracy, responsiveness, and customer satisfaction. Qualifications - Bachelor’s degree preferred, or equivalent relevant experience in customer support, service operations, public relations, or a related field. - 4 to 6 years of customer service experience or related public relations experience. - 0 to 2 years of management, team lead, or supervisory experience. - Strong written and verbal communication skills. - Strong leadership and customer service skills. - Advanced problem-solving, decision-making, and interpersonal skills. - Demonstrated ability to organize and supervise staff for maximum efficiency. - Ability to build, coach, and mentor effective teams. - Ability to maintain consistent progress toward priorities, goals, and service expectations. - Strong attention to detail, accuracy, and operational follow-through. - Ability to remain calm, professional, and courteous toward customers, staff, and management during high-stress situations. - Ability to develop and maintain strong working relationships with customers, peers, and leadership. - U.S. citizenship required. - Ability to obtain and maintain a Public Trust clearance. Requirements - Experience supervising customer service, call center, help desk, or contact center teams in a metrics-driven environment. - Experience managing escalations, service level performance, and daily operational workflows. - Familiarity with customer support reporting, quality monitoring, workforce coordination, and performance management practices. - Experience supporting multi-channel service environments, including phone, email, chat, and back-office support. - Demonstrated success implementing process improvements or workflow enhancements that improve customer satisfaction or operational efficiency. - Experience preparing management reports, analyzing trends, and presenting performance data to leadership. - Knowledge of federal support environments or regulated customer service programs. Job Specific Skills - Customer support operations leadership - Team supervision and coaching - Escalation management - SLA performance oversight - Operational reporting and metrics analysis - Process improvement - Staff performance management - Multi-channel customer service support - Workforce coordination - Customer satisfaction management

• Oversee the North American Accounting and Subrights teams • Ensure all transactions are accurately supported and adhere to GAAP, internal policies, and industry standards • Control and validate all financial postings for royalty, licensing, and intercompany transactions • Review and approve financial provisions and ensure accuracy of complex accruals • Manage the royalty system structure and coordinate software functionality • Serve as the primary Subject Matter Expert (SME) for North American royalty accounting • Empower the team to prepare sophisticated reporting for joint ventures, profit shares, and other financial requirements

Role Description Joignez-vous à une organisation qui permet à ses parties prenantes d'atteindre leurs objectifs grâce à des services fiables garantissant précision, rapidité, confidentialité et accessibilité. Nous sommes à la recherche d’un ou d’une responsable motivé·e, innovant·e et passionné·e pour rejoindre l’équipe des opérations comptables au sein du département des opérations financières. Le service des opérations comptables fournit un soutien comptable à grande échelle pour la clôture financière, le reporting, la conformité réglementaire et l’audit à plus de 300 entités Microsoft à travers le monde. En tant que Gestionnaires, opérations comptables, vous serez chargé de la gouvernance des opérations comptables, en partenariat avec les parties prenantes de Microsoft/ABK et les fournisseurs externes, afin d’obtenir des résultats opérationnels exceptionnels tout en répondant aux priorités de notre organisation. - Assurer la gouvernance des équipes de fournisseurs chargées des opérations comptables. - Surveiller les indicateurs clés de performance (KPI) et les métriques des accords de niveau de service (SLA). - Soutenir les audits internes, y compris les exigences de conformité SOX. - Préparer et réviser les rapports financiers mensuels, trimestriels et annuels des entités canadiennes. - Tenir à jour la documentation et les ajustements appropriés pour tous les registres comptables locaux. - Surveiller les changements dans les réglementations comptables locales. - Superviser la préparation et le dépôt des déclarations d’impôt sur les sociétés. - Garantir le dépôt précis et dans les délais des demandes de crédit d’impôt. - Assurer la liaison avec les conseillers fiscaux externes. - Assister à la documentation relative aux prix de transfert. - Contribuer aux initiatives de planification et d’optimisation fiscales. - Mettre en œuvre et exécuter des processus standardisés et globaux. - Gérer l’amélioration continue des processus. - Soutenir les opérations de trésorerie locales. Qualifications - Baccalauréat en commerce, en comptabilité/finance, ou dans un domaine connexe, ET au moins 2 ans d’expérience en comptabilité ou en finance. - OU maîtrise en commerce, en comptabilité/finance, ou dans un domaine connexe, ET au moins 1 an d’expérience en comptabilité ou en finance. - OU expérience équivalente. Requirements - Baccalauréat en commerce, en comptabilité/finance, ou dans un domaine connexe, ET au moins 5 ans d’expérience en comptabilité ou en finance. - OU maîtrise en commerce, en comptabilité/finance, ou dans un domaine connexe, ET au moins 3 ans d’expérience en comptabilité ou en finance. - OU expérience équivalente. - Certification professionnelle en comptabilité, telle que CPA ou équivalent. - Expérience en clôture financière ou reporting. - Capacité à exercer une influence non autoritaire et à encourager la responsabilisation. - Forte capacité de collaboration et de partenariat commercial. - Excellentes compétences en communication orale et écrite. - Compétences en résolution de problèmes et en analyse des causes profondes. Benefits - Environnement de travail inclusif. - Culture d'inclusion où chacun peut s’épanouir.