Last updated 10 October 2026

Client Care Coordinator

Two openings.

Apply for this role. Reading the page is not applying. The application is the only way to be considered, and it is the whole first step.

Why this role exists

We need someone to oversee these items:

• Every client communication is responded to in 24 hours, with a date. That is what a client notices before anything else, and you are the reason it happens.
• Every open request has one name on it and gets closed. You are the person who knows where everything stands, and the rest of the team works from what you know.
• You do the billing. When a client asks for work that has a price, you are the one who bills it, so nothing goes out free.

Logistics

• Company stage: Small firm, growing, thin at the top.
• Start: As soon as possible.
• Location: Remote, hired from Eastern Europe. Croatia, Poland, North Macedonia, Serbia, and the wider Balkans.
• Reports to: the Head of Delivery.
• Direct reports: None.
• Video: On, every internal meeting.
• Equipment: Yours. You'll reach our systems through a remote desktop we set up.
• Contract: Contractor. The template agreement shows every term before you get to the end.

Work hours

• Full time is 7 am to 4 pm Austin time. That's 2 pm to 11 pm in Warsaw, Belgrade, and Skopje.
• Part time is four hours a day. Two of those four are 12 pm to 2 pm Austin time, which is 7 pm to 9 pm in Warsaw, Belgrade, and Skopje. The other two are yours to choose.
• The gap is seven hours all year, so those times hold through both daylight saving changes.
• Monday through Friday, year round.

Full time here

You are passionate about your work. Full time here means 8 to 10 hours a day, because you want to see things through to finished.

Who we want here

• Women. We want more of them here.
• Autistic people. The rules are written down. Nobody has to read a room.
• Direct communicators.
• People who think in systems. When something breaks, they look for what caused it instead of fixing only the part they can see.
• People who are optimistic about the outcome when they are under stress or facing a challenge.
• People who move fast and get a lot done.
• People who are all in.
• People who want the company to grow and are excited to help make that happen.
• People who, when they are stressed, notice what they are feeling, then say what they need and write it down. Stopping at the feeling, with nothing written down, is not a fit here.

Who should not apply

This is not the role for you if you:

1. Wait for somebody else to pick a thing up, or need the work handed to you tidy and already decided.
2. Report a problem and stop there.
3. Try somebody once, get no answer, and give up.
4. Go quiet when something needs raising, or find telling the truth consistently hard.
5. Read hidden meanings and office politics instead of the plain words.
6. Overstate what you can do, or are different before you are hired and after.
7. Have changed jobs every year or two, or want short projects and a work whenever schedule.

And not if you:

• would rather send an email than pick up the phone.
• take a message and pass it on without finding out what the client needs.

The technology you need to work here

The setup is the same for every role here. The technology you need to work here lists the computer, the internet, the power backup, the audio and the workspace.

How your results are measured

• Every client message is answered the same day, or inside 24 business hours.
• Available within 5 minutes on Google Chat during your hours.
• Daily priorities posted on time every working day.
• Every request for work that has a price is billed the same day, by you.
• When you tell a client we will get back to them, you give them a date, and that date is on the record.

Role summary

You are the first voice a client hears, and the person who makes sure their question reaches somebody who can answer it.

You own the phone line, the shared inboxes, and the line of client requests. Nothing in them goes quiet while you have it.

What you own

The phone and the first reply

• Answering the main line by the second ring during your hours, and returning every voicemail the same day. Answering fast is the firm's number one priority, because it solves a problem while it is still small.
• How we answer the phone is written down, and you get it on your first day. Nothing here is left to your own judgment on a call.
• Answering the shared inboxes on the same standard, so nothing sits unread.
• Finding out what the client needs before passing it on. A message with no substance makes somebody else call them back.
• Logging every call on the client record, with what the caller wanted and who it went to.

The line of client requests

• Chasing each one until it is closed, with a second contact inside 3 business days.
• Telling the client a date when we will come back to them, and putting that date on the record.

Work that has a price

• Knowing which requests have a fee attached, and saying so to the client before anything is sent.
• Billing the work the same day it is asked for, so the invoice goes out before the work does.

Your own time entries

• Name the client and what came out of the work, on every entry.
• Five minute increments.
• Do not use increments smaller than five minutes.
• Only logged time counts as work for the firm.

What this role does not do

• Answering a tax or accounting question yourself. You find out who can, and you make sure they do.
• Setting or changing what the firm charges.
• Bookkeeping, tax returns, and month end close.

How SMB Numbers works

We move fast, and we do not do chaos. We do consistency. If something is off, we say it early. If you do not know, you ask once, then take a smart first try. If you make a promise, you follow through. And if it is not written down, it did not happen.

How we work together

• We work at the same hours most of the time, and some of the work is done asynchronously. You will not always have somebody online to ask, so you write things down and you keep going.
• Written, asynchronous communication is modeled as part of the company's culture. Things are read in writing before a live call is requested, and writing is used to prevent the need for calls.
• Tell the truth early. If something is late, stuck, or going wrong, say it early and clearly.
• Be proactive.
• Keep records clean enough that someone else can step in, so you can take time off.
• Protect client information and handle sensitive material carefully.
• Track your time correctly and on time.
• When you see a repeat problem, fix the system.

Software we use

• Canopy, for the client record, calls logged against it, and time.
• A hosted remote desktop, which is how you reach our systems.
• Google Workspace, for mail, chat, and documents.
• Our internal site, for the SOPs and daily priorities.
• Zoom phone

What we need from you

• English clear enough to hold a call with a client who is frustrated.
• All client work happens in our software. Your own tools stay out of it, with no exceptions.
• You've been the first voice on a phone line, and you've handled somebody who was annoyed before you had a chance to help them.
• You have handled a stream of incoming requests where each one stayed yours until it was done. Passing something on is not the same as seeing it closed, and you already know that.
• You're comfortable telling a client what something costs before it happens.
• No accounting qualification is needed. You are not answering the tax question, you are making sure the person who can, does.

Pay

Pay starts at a minimum of $1,000 USD a month and may be higher with experience.

How pay works here. The parts, how each one grows, the coverage bonus and sales commission.

Career growth

• Tell us what you want over the next three years. We will help.
• You book a career conversation with your manager every quarter. It's your meeting to run, and it's where we plan what you learn next.
• Every client question comes through you, so you see how the whole firm works faster than anyone else here.

Every step of our process, in order. Read it before you apply, so you know what is coming and when.

How to apply

Fill in the application. It is the whole first step.

It asks for a web address for a short video recording answering both of these questions. Put the video anywhere we can open without an account, and paste the address into the application.

• What do you do when you get a task/project you do not understand?
• From a logistics standpoint, when is the earliest that you could start full time if you were to be accepted?

Apply now. If you have read this far and it sounds like you, send it. We read every one.

Tax and accounting career levels, the levels used across the firm.