We're Osome - an international fintech startup making the lives of entrepreneurs easier. We help thousands of businesses kick admin, accounting and bookkeeping out of their day-to-day, so they can spend more time on what's important to them. We've developed a unique solution that combines SaaS with a human-in-the-loop approach to provide full-fledged services in real-time.We're experiencing tremendous growth in both clients and team members. We have over 500 people in our global offices 🌎. We're looking for more bright minds who'd love to change the world by solving complex problems.What you'll do:1.) Daily Operational Tasks⭐ Respond to XBRL and payroll requests from the Accounting Team as required.⭐ Ensure urgency-fee-paying clients are attended to within the expected urgent timeframe.⭐ Oversee the review process for assigned UFST clients.Note: Approximately 200 UFST clients are handled annually in FY2025, excluding Xero UFST clients.2.) Daily Operational Oversight of Dormant, XBRL, Payroll and Urgency/UFST Team⭐ Monitor and review unresolved tickets daily, ensuring all queries are responded to within 6 hours and no ticket remains unanswered for more than 5 days.⭐ Track progress on BKK-MR-UFS tickets to ensure timely delivery aligned with the internal 4-3-2-month deadline framework.⭐ Actively monitor the “Spotted” complaints channel, intervening where necessary to ensure prompt resolution and maintain service quality.⭐ Review operational dashboards daily to identify delays, inefficiencies, or errors, and take corrective actions accordingly.⭐ Serve as the first point of contact for team inquiries, providing guidance and escalating critical issues (especially those that may lead to client dissatisfaction) to management when necessary.Note: This role is part of a proposed team restructuring. It is recommended to designate one existing accountant to take ownership of UFST and urgency-fee clients.3.) Client Relationship Management⭐ Maintain a strong focus on client satisfaction by proactively addressing feedback and concerns.⭐ Act as the key point of contact for client escalations and complaints, ensuring timely and effective resolution.⭐ Provide guidance to team members in handling client accounting queries professionally and accurately.4.) Team Leadership & Performance Management⭐ Supervise and support team members to ensure KPIs are consistently met and tasks are completed within deadlines.⭐ Ensure adequate team coverage and equitable portfolio distribution to maintain operational continuity and fairness.⭐ Conduct monthly performance reviews and provide constructive feedback to promote ongoing professional development.⭐ Make informed operational decisions within the team’s scope and escalate complex or high-risk matters to senior management.5.) Continuous Improvement & Innovation⭐ Identify process inefficiencies or recurring issues and implement targeted improvements.⭐ Ensure full team compliance with internal Standard Operating Procedures (SOPs) and company policies.⭐ Take ownership of improvement initiatives and special projects (e.g. tracking progress, gathering dashboard feedback, monitoring Accounting Assignee performance).⭐ Foster a proactive, solution-oriented culture by empowering the team to develop innovative, client-centric approaches.Our Benefits 🙌Osome grows alongside you, but we already have a few perks:⭐ Competitive salary⭐ Multi-cultural environment to enhance your global perspective.⭐ Learning opportunities and mentorship from peers and leaders, including a yearly continuous professional development budget⭐ Mental Health Leaves⭐ Flexible working arrangement; Hybrid working arrangementEqual Opportunity StatementAt OSOME, creating a culture where individuals of all backgrounds feel comfortable really matters.Everyone who applies will receive fair consideration for employment. We do not discriminate based upon race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying. We want to ensure that we represent the diversity of talent in the society we live in today.If you have any accessibility requirements that would make you more comfortable during the application and interview process, please let us know so that we can support you.We believe that entrepreneurs are society's problem solvers. They see opportunities in complexities and drive us towards progress. Osome doesn't want entrepreneurs to be distracted from the important task of searching for the best solutions. By letting us handle all the routine tasks, entrepreneurs can focus on driving their business forward.
