Layerfi

Customer Support Specialist

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hirly's read of this role

Role family: Customer support
Seniority: Mid level
Country: US
Work mode: Remote-friendly
First seen by hirly: 1 Sept 2026

Derived automatically from the posting. Upload your resume above to see how the role scores against it.

the posting

About Layer

Over the last decade, a vibrant ecosystem of SMB software tools has emerged to help SMBs manage and run their businesses. These tools help SMBs with everything from payments to payroll, but accounting has lagged behind. Small business owners are still struggling with disconnected, generic, accounting software and expensive bookkeepers.

At Layer, we’re building a new kind of accounting software and bookkeeping that lives within the existing software tools SMBs use every day. Our platform allows software companies to quickly launch modern accounting software and bookkeeping services to their SMB customers, eliminating the need for them to use legacy accounting tools or bookkeepers.

The Role

As a Customer Support Specialist at Layer, you’ll help small businesses get set up on our bookkeeping service smoothly and serve as their ongoing point of contact. You’ll leverage your bookkeeping knowledge to answer users’ questions, troubleshoot issues, and provide an exceptional customer experience.

In this role, you will:

Run live video onboarding calls with new customers to gather key business context and complete bookkeeping setup (bank/credit card connections, historical bookkeeping needs, etc.).

Support customers across chat and email by answering bookkeeping questions, diagnosing issues, and driving them to resolution quickly and empathetically.

Maintain accurate customer notes and status updates in internal systems to ensure strong follow-through and smooth handoffs.

Collaborate with other Layer teams to improve workflows and surface product feedback based on recurring customer needs.

Exceed partner and customer expectations by providing thoughtful, proactive, and detail-oriented support.

Skills & experience

Many backgrounds could fit this role, but ideal candidates will have some or all of the following:

2+ years of experience in a customer-facing (support, onboarding, etc.) or bookkeeping role

Familiarity with small business bookkeeping fundamentals and basic financial concepts

Strong live communication and active listening skills

Excellent written communication skills

Strong attention to detail and ability to manage multiple tasks simultaneously

An ownership and growth mindset

Original posting on Layerfi's site ↗

Listed on hirly, a job board. hirly is not the employer: Layerfi is hiring for this role.

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