About Visory

Visory empowers SMEs by connecting them with experts to supercharge their back office. It’s where a powerful platform, a dedicated team of experts, and actionable business insights come together in one place to transform how businesses manage their financial performance.

Voted one of LinkedIn’s top startups, Visory uses a blend of people and technology to provide a digital-first finance solution that allows business owners to focus on big-picture business growth.

We are building the 'Uber for Bookkeeping'—a cutting-edge platform that blends human expertise with automation. Our deep investment in AI and workflow automation, including our proprietary AI agent Delphi, empowers our Marketplace of Experts to seamlessly deliver financial services at scale.

Since launching in early 2020, we have been a fast-growing startup company committed to reshaping how SMEs manage their financial operations.

The Opportunity

With the skills and experience of a Senior Bookkeeper, Bookkeeping Manager or similar, as the Expert Solutions Specialist you will play a critical role in supporting and developing our marketplace of expert bookkeepers, ensuring they have the tools, knowledge, and guidance to deliver high-quality services to our customers. 

You will act as the Level 2 escalation point for the Expert Solutions help desk, this role provides technical support and operational guidance, ensuring timely issue resolution and upholding service quality standards. Additionally, the Expert Solutions Specialist contributes to ongoing enhancements in Expert onboarding, certification, and training, equipping Experts with ongoing learning opportunities and career development resources.

Beyond direct support, this role fosters a strong Expert community, maintaining open lines of communication, gathering feedback to drive improvements, and building a culture of collaboration and knowledge-sharing. Through process optimisation, training initiatives, and performance oversight, the Expert Solutions Specialist ensures Experts remain engaged, continuously improve, and contribute to the evolution of industry standards.

On a day-to-day basis you will be responsible for:

Expert Support & Issue Resolution

• Act as the Level 2 escalation point for complex bookkeeping queries and operational issues.
• Provide expert-level technical support across multiple accounting platforms (Xero, MYOB, QuickBooks, and other third-party tools).
• Ensure timely issue resolution while maintaining service quality and efficiency.

Knowledge Management & Process Improvements

• Develop and maintain a comprehensive knowledge library, including FAQs and troubleshooting guides.
• Create and deliver training materials to help bookkeepers enhance their skills and stay updated on industry changes.
• Identify opportunities for process optimisation to improve efficiency and consistency across the platform.

Expert Certification & Onboarding

• Oversee the certification process, ensuring high standards for expert talent.
• Manage expert onboarding, ensuring new bookkeepers understand our processes, policies, and best practices for success.

Community Building & Engagement

• Collect feedback from experts to understand challenges and drive improvements.
• Maintain regular communication to keep experts informed about updates, policy changes, and opportunities for professional growth.
• Foster a collaborative and supportive expert community, encouraging engagement and knowledge-sharing.

We’re looking for someone who has:

• Professional qualification in Accounting, Finance or a related field
• Strong knowledge of bookkeeping practices and financial reporting requirements
• Proficiency in accounting software (Xero, MYOB, Quickbooks). Experience with a broad range of additional industry-specific third party systems is advantageous.
• Excellent written and verbal communication skills to effectively liaise with Experts and internal teams, ensuring clarity and understanding across all interactions.
• A customer-centric mindset, with a strong focus on understanding and addressing the needs of Experts to enhance their experience and success on the platform.
• Proven ability to thrive in a fast-paced, dynamic environment, managing shifting priorities with a positive and proactive attitude.
• High level of attention to detail, with precision in tracking and documenting requests, ensuring compliance with processes, and maintaining accurate records.
• Ideally experience in creating and delivering training materials or building knowledge resources to support and upskill others effectively.
• A self-starter mentality, capable of anticipating potential issues and taking decisive action to resolve them efficiently.

What you might love about working at Visory:

• We have a flexible working environment, whether it’s picking up the kids from school or taking some time to enjoy the mid-day sunshine
• We operate with a high level of autonomy where you determine how you help us achieve our goals
• We are a remote first team so the role can be based anywhere in Australia or New Zealand
• We connect in person frequently to our co-located colleagues, whether this is for coffee or in one of our many workspaces across Australia and New Zealand. Of course, if you prefer an office environment you can utilise these work spaces as frequently as you like.

Our Values:

• People First – Empathy and humility over all else
• No limits mindset - Fear of failure? It’s low around here. When we fail, we fail fast
• Honesty - Constructive confrontation and continuous feedback is key
• Results driven - We are output focused and don’t respect superficiality
• Resilience - We value grit: perseverance is our “middle name”
• Integrity - We always do what’s right, not what’s convenient

What to consider before applying:

• We’re a start-up that is growing very quickly
• We are new at this and looking to experiment, likely making a few inevitable mistakes along the way (which is ok!)
• At times, we are building the bike while riding it
• We won’t handhold you
• We have a highly autonomous environment. However, this doesn’t mean we don’t work as a team
• We offer unvarnished honesty and love continuous feedback

Our Hiring Process:

• Our first introduction – 30 minute phone call
• Assessing your technical skills - 1 hour MS Teams call
• Getting acquainted and understanding your skills – 1 hour MS Teams call
• Culture and values interview - 1 hour MS Teams call
• Decision

Sometimes our emails might go to your junk mail – please check there if you haven’t heard from us.

www.visory.com.au