Head of Customer Support

About DualEntry

Founded in 2024, DualEntry is one of NYC’s fastest-growing AI startups.

DualEntry is changing the future of finance. Our AI-native ERP lets teams achieve more in less time. $5M-ARR businesses to NYSE-listed companies trust DualEntry to automate away busywork and fuel their growth with powerful reporting and insights. We’re making the one-person finance team a reality and putting the pain of legacy ERPs from the 1990s in the past.

We operate with urgency and ownership. We move fast.

Why This Role Matters Now

Since launching 18 months ago, we’ve raised $100M with backing from Lightspeed, Khosla, and Google Ventures. We got there by moving incredibly fast and hiring the best and brightest talent. To accelerate that momentum, we’re growing our team. Come and join us at one of NYC’s fastest-growing startups and have an impact on our product from day one.

This is an intense, hands-on role with full ownership.

As Head of Customer Support, you’ll build and lead the Customer Support team from the ground up (from 0 to 50+ CSMs), owning end-to-end customer outcomes, creating the CS infrastructure and playbooks, driving ERP adoption and expansion, and serving as the hands-on escalation point for critical accounts while partnering closely with Product and Engineering to shape the roadmap.

You’ll be joining at an early and defining moment. Move at rocket speed, build the next massive ERP behemoth.

Where You’ll Create Impact

You have maximum drive to build a world-class Customer Support team from the ground up, in one of the most competitive (and archaic) B2B software industries in the world:

• Build and lead the CS team from the ground up: Hire, coach, and develop CS specialists and managers; monitor performance, develop playbooks, tools and infrastructure to scale CS at increasingly high performance
• Own e2e customer outcomes: Manage key customer relationships, run success plans, and lead recurring check-ins, based on customer tiers you’ve developed
• Drive ERP adoption amp; expansion: Deliver and systemize trainings, optimize customer workflows (especially month-end close), and identify upsell/cross-sell opportunities
• Be the ultimate escalation point: Resolve critical issues for high-tier accounts during implementation and post-go-live; this is a hands-on leadership role
• Operationalize support: Create and continuously improve SOPs, best practices, support documentation center, and overall support processes
• Drive cross-team: Work closely with Product and Engineering to relay bugs, prioritize feature requests, and influence product roadmap
• Become a product expert: Develop deep expertise in using DualEntry and translate real accounting requirements into system configurations

What Sets You Up for Success

• Hardcore work ethic and high agency
• You are a hands-on leader focussed on driving execution and speed
• You have seen CS teams scale from 0 to 50-100 CSMs at a high pace and the required milestones that come with different growth stages
• 4+ years of experience in accounting audit, accounting or finance solutions. Strong preference for candidates with experience in an in-house or public accounting role
• ERP Implementation, finance professional services or project management leadership experience
• Experience using or implementing ERPs (e.g., NetSuite, Intacct)
• Proven ability to translate accounting requirements into system configurations and automated workflows
• Strong technical aptitude (incl. SQL) and ability to quickly learn new software platforms
• Expert Microsoft Excel/Google Sheets skills

Why You’ll Thrive Here

• Significant equity ownership in one of the top AI companies in the world
• You’re joining early and will grow with DualEntry
• Your feedback shapes the product directly
• High-speed culture
• High-trust environment with high expectations
• Ambitious mission - ERP is one of the largest B2B software markets in the world ($220bn per year), this is a once in a lifetime opportunity to build the next generation ERP in an industry that has not seen new entrants in 30+ years

Compensation & Benefits

• Equity: $150,000+
• Base salary: $140,000 to $200,000
• 15 PTO days + 12 public holidays
• Full medical, dental & vision insurance
• Commuter benefits
• 401k benefits
• On-site team culture - high collaboration, no bureaucracy
• Well cover relocation packages and make the move exciting, not painful!

We hire the best, expect the best, and give you the masterclass of your career - an archaic and huge industry like ERP only goes through a restructure like this once in a lifetime. It’s hard, it’s intense, and it’s the most rewarding work you’ll ever do.

If you’re hungry, driven, and ready to build something massive, climb aboard!