Customer Success Associate - Philippines, Latin America
Locations: Philippines, Latin America (100% Remote)
Employment Type: Full-time (exclusive commitment)
Compensation: $1,500-$1,600 (commensurate with experience, scope & location)
About the Job
We are seeking a detail-oriented, empathetic, and customer-focused Customer Success Associate to support small and medium-sized US businesses through high-quality bookkeeping and proactive client care.
This role blends technical bookkeeping expertise with strong customer communication. You will manage a portfolio of clients, maintain accurate financial records using cash-based accounting, and serve as a trusted point of contact for business owners.
You’ll grow your range quickly by supporting a portfolio of 60–80+ small business clients across industries and tools, with structured playbooks and close coaching to help you succeed.
This is a full-time role (40 hours per week, Monday–Friday) aligned with North American business hours, with flexibility between PST and EST schedules.
About the Role
You will own end-to-end bookkeeping for an assigned portfolio while delivering a proactive, high-touch client experience.
This is not a passive bookkeeping position. Success in this role requires:
Consistent client follow-up
Clear and empathetic communication
Ownership of deliverables
Proactive problem-solving
Collaboration with internal teams to improve systems and processes
You will be expected to take initiative in pursuing documentation, clarifying discrepancies, and ensuring clients stay current with their financials.
What You’ll Do
Bookkeeping & Portfolio Management
Collect and manage client financial data
Categorize transactions and reconcile accounts accurately
Maintain general ledgers and ensure data completeness
Adjust accounts as needed to resolve discrepancies
Conduct monthly reviews to ensure financial records are accurate and up to date
Finalize bookkeeping to produce reliable monthly financials
Maintain clean, organized client data for cross-team visibility
Client Communication & Account Ownership
Serve as the primary point of contact for your assigned clients
Communicate via phone, email, and in-app messaging
Respond to daily inquiries and resolve bookkeeping issues
Proactively follow up to collect required documentation
Guide clients through financial reports and processes
Build strong, trust-based relationships with small business owners
This role requires consistent outreach — clients are busy business owners, and proactive engagement is essential to ensure bookkeeping completion.
Problem Solving & Quality Control
Identify potential issues in financial records and recommend solutions
Ensure compliance with bookkeeping standards and internal processes
Take full ownership of account accuracy and client satisfaction
Provide thoughtful recommendations to optimize client bookkeeping workflows
Collaboration & Continuous Improvement
Work closely with your Team Lead to review portfolio progress
Share feedback to improve internal systems and service delivery
Collaborate with internal teams to enhance the customer experience
Contribute ideas to improve operational efficiency and product development
Tools & Systems You’ll Use
Cloud-based bookkeeping software (e.g., QuickBooks, Xero)
Internal bookkeeping platform and client app
Salesforce (CRM)
Slack (communication)
Confluence or internal knowledge base
Phone, email, and messaging tools for client communication
What You’ll Bring
2+ years of customer-facing experience, preferably supporting small to medium-sized US businesses
Strong written and verbal English communication skills
Familiarity with bookkeeping software (QuickBooks, Xero, or similar)
Understanding of accounting principles and financial reporting basics
Strong attention to detail and accuracy
Ability to manage multiple clients and priorities simultaneously
Proactive mindset and ownership mentality
Comfort working North American business hours
Nice-to-Have
US bookkeeping or tax filing experience
Experience working with cash-based accounting
Degree in Accounting, Finance, or related field (or equivalent experience)
What Success Looks Like
Client portfolios remain current and accurate
Monthly bookkeeping is completed consistently and on time
Clients feel supported, informed, and confident in their financials
Documentation is clean, organized, and review-ready
You proactively pursue missing information and prevent bottlenecks
You contribute feedback to improve internal systems and processes
Compensation & Perks
USD monthly compensation, competitive to market, based on experience & location.
Permanent WFH with company-provided equipment (laptop, monitor, accessories) and required specs
20 days PTO annually + Canadian Statutory Holidays
Exposure to diverse U.S. industries and modern bookkeeping stacks; tight feedback loops and documented methods.
Contract Status & Exclusivity
Full-time independent contractor based in the Philippines and Latin America. Exclusive commitment required—no part-time or freelance engagements after hire. Conflict-of-interest checks may apply.
How We Work
Ownership: Clear expectations with accountability
Proactivity: We pursue solutions, not wait for problems
Collaboration: Open communication across teams
Continuous Improvement: Feedback-driven growth
Application Process
Application & Prescreening
Skills & Aptitude Assessment
Profile and Pre-interview Preparation
Client Interview
Employment Offer and Onboarding
Ready to take the next step? Your next big career move starts here!
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