QuickBooks Support Specialist

As a QuickBooks enthusiast, you will recognize that our Shops network is the cornerstone of our business and is the key to our ongoing growth and success. With your knack for solving tough problems and your focus on delivering exceptional customer service, you will thrive in a Technical Support job with Shopmonkey.  As the driving force in building Shop loyalty and growing our existing Shop base, you’ll provide customer support for QuickBooks Online and Desktop for our Shops which are  small business owners. The Technical Support Specialist will take their customer-backed mindset, combined with their strong analytical and problem-solving mindset to help create delightful customer experiences by working cross-functionally across the business alongside Customer Experience, Product Development, Sales & Marketing.

Shopmonkey is a growing and changing startup, so this role will include variety, change, challenges, and creativity in designing solutions, which goes beyond the typical support role. 

You Will Have The Opportunity To:

• Use your knowledge of both Shopmonkey and Quickbooks to help streamline accounting processes.
• Assist customers with connecting and configuring Quickbooks to work with Shopmonkey along with questions regarding tax, payroll, invoices, and other financial areas relating to QuickBooks
• Be a subject matter expert and escalation point for all Quickbooks related issues on the Customer Support team.
• Demonstrate project management skills for planning/driving tasks across organizations while keeping initiatives on track to achieve desired outcomes
• Use the voices of customer reports from multiple channels to identify and categorize customer issues
• Provide follow-through and closed-loop feedback on problems/ opportunities that have been prioritized to be addressed
• Proactively identify opportunities for change that will add value to the achievement of business objectives and enhance the customer experience.  Be flexible to react and/or implement change initiatives.

We Are Looking For You If You Have:

• QB Pro Certification (QuickBooks Online ProAdvisor)
• 1-3 years of experience with QuickBooks preferred
• A genuine curiosity & deep customer empathy for customer needs and analytical skills to discover customer problems and gather onboarding requirements
• Strong computer skills and ability to learn company products, techniques, and processes quickly in a training environment and have the ability to transfer learning to the work environment
• Ability to manage multiple priorities within a high volume and fast-paced environment and handle shifting priorities on a daily basis
• Work with the Customer Support Leadership to successfully address escalated concerns. Respond to complaints and service-related inquiries professionally and compassionately. 
• Excellent analytical skills, ability to determine from a complex set of variables on how to resolve issues
• Ensure that all business-related items are successfully and professionally communicated either verbally or in writing, both internally and externally
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the Shops experience

Bonus Points:

• Experience in hospitality, automotive industry, call center, or fast-paced startup
• Ability to take direction from peers and managers
• Dependability and self-management skills
• Ability to speak Spanish is a plus!
• Experience using bookkeeping software

In the United States the range is typically a salary of $65,000 to $70,000 + equity + benefits. The range provided is Shopmonkey’s reasonable estimate of the base compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors. In addition to this base compensation company stock options and benefits as outlined below are included.

🏡 Fully Remote Work!

• $750.00 to set up your home office 
• $20 phone/internet monthly reimbursements 
• Virtual activities and in-person meet-ups
• Laptop and super rad swag provided 
• Unique opportunity: This is the best form of hybrid! All teams get to travel and meet up for collaboration at least once/year. Shopmonkey also hosts an annual company-wide get together we call Rally

Why Shopmonkey? 

Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks (benefits below are mainly for U.S. based, full-time employees) Other benefits vary upon location outside the United States, and employment status):

💪🏼 Health & Wellness 

• Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date 
• Short term and long term disability 
• Employee assistance program
• Reimbursement for a personal health and wellness membership 
• Generous parental leave 
• 401(k) available upon hire 

✈️ Time Off 

• 11 paid holidays 
• Flexible time off - take the time off you need! 

🥰 Giving Back 

• Matching donations for approved charitable organizations 
• Group volunteer efforts 

Check out our founder’s story, life page, or hear from real employees about what it’s like to work at Shopmonkey.

Join our team of hungry, humble, smart people who love what they do, and change the auto industry by helping every shop thrive.

About the Industry

The U.S. is the second largest passenger vehicle market with more than 260 million registered passenger vehicles, and the global car repair market is estimated to be worth more than $500B. Shopmonkey aims to change the status quo and enable auto shops to become more efficient and give their customers a more delightful experience.

About Shopmonkey

Shopmonkey is the leading auto-repair shop software company; it is a cloud-based solution that helps auto-repair shops consolidate tools, save time, and streamline their entire operation onto a simple, easy-to-use platform. 

Headquartered in Silicon Valley and trusted by more than 3,500+ auto shops across the U.S. and Canada, Shopmonkey aims to change the status quo of the car repair market, estimated to be worth more than $500B.

In 2021 Shopmonkey raised a $75 million Series C, supported by top-tier Silicon Valley venture capital firms Bessemer Venture Partners, Index Ventures, Headline, I2BF, and ICONIQ Growth. 

In 2022, Shopmonkey was named #4 on Forbes' annual ranking of America's Best Startup Employers list (and #1 in Business Products & Software Services).

Shopmonkey was once again named as one of America's Best Startup Employers by Forbes in 2023 and 2024.

Shopmonkey is committed to building a diverse and inclusive team. We are looking for team members from all backgrounds that are committed to the Shopmonkey mission.

Shopmonkey provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

Shopmonkey is committed to the full inclusion of all qualified individuals. In keeping with our our commitment, Shopmonkey will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our Talent Team at hiring@shopmonkey.io. 

Please note: Shopmonkey will never request sensitive information such as your social security number, bank account information, or other non-publicly available information during the application and interview process. If an applicant is extended an offer of employment, such sensitive information will be requested at that time. Shopmonkey will never ask you to receive and ship packages or goods as part of the interview. Other practices to be on alert for:

• Contact initiated via unsolicited text message or cold call. Shopmonkey does not follow up with candidates through instant messaging applications.
• Our Talent Acquisition team only corresponds from email addresses with the domain ‘@Shopmonkey.io’. If a generic email ID ending with Gmail/Yahoo or other domain is used while receiving a job offer or interview call, there is a likelihood of a scammer.
• While some of our jobs can be found on third party job sites, all of our current job opportunities and descriptions are posted on Shopmonkey’s Careers page, or our official LinkedIn Company Page

The U.S. Federal Trade Commission has published helpful articles to help individuals learn more about protecting themselves from recruiting scams and financial fraud. If you believe you were a victim of such a scam, you may contact your local law enforcement agencies. Shopmonkey is not responsible for any claims, liability, losses, damages, or expenses resulting from scammers or impersonators.