Customer Support Specialist

About the role:

We are looking for a tech-savvy Customer Support Specialist with strong relationship-building skills that is looking to help customers succeed, as you will play a major part in supporting our rapidly growing customer base. You will engage with attorneys and legal staff via inbound and outbound customer interactions to resolve issues, identify solutions to unique business challenges, provide product training and brand representation. You will be able to increase customer product knowledge and loyalty while working collaboratively with our Onboarding, Sales, Product and Marketing teams.

About us:

Founded in 2005, 8am™ (formerly AffiniPay) is the professional business platform built to help legal, accounting, and other client-focused professionals run stronger, more profitable businesses. Today, more than 250,000 professionals across the U.S. trust 8am to help them work smarter, serve clients better, and unlock their full potential. We have been recognized as one of Inc 5000's fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well!

What you'll do:

• Maintain and enhance customer satisfaction by providing ongoing proactive support throughout the customer life cycle
• Proactively identify opportunities to improve customer engagement
• Work with the product and engineering teams to gather customer feedback and identify areas for product functionality
• Provide timely resolution of product-related customer support issues. Exercise independent judgment in determining the best method(s) to resolve issues and delight the customer
• Manage daily account communication regarding the status of open support requests
• Works within the Customer Success team to enhance and augment existing and future customer support resources
• Serves as a brand ambassador in all customer interactions

About you:

• 1+ years in a customer-facing role (Support, Customer Success or Business Development)
• Ability to develop strong client relationships, manage expectations, and critically problem-solve
• Ability to present, communicate, and work effectively with other internal teams
• Outstanding probing and listening skills
• Ability to adapt and work efficiently in a rapidly changing dynamic team environment
• SaaS support experience and/or legal experience desired

Diversity, equity & inclusion at 8am

At 8am, we recognize that innovation occurs with a strong team of people who are diverse in background, personality, talent and ideas. Experience comes in many forms and ensuring a diverse and inclusive workplace where we continue to learn from each other is an integral part of our culture. We are committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach.

Why 8am

At 8am, our culture is shaped by the people who bring it to life every day. Together, we build a company rooted in continuous learning, genuine community, holistic wellness, and meaningful engagement—values that empower us as individuals and unite us as a team. Our culture is grounded in our core values: Work Smart, Win Fast; Outshine Ordinary, and We Find a Way. These values drive how we serve our customers and work with each other in a collaborative, inspiring, and empowering environment, every day.

Here's how we support our 8Team:

• Statutory Benefits – Full compliance with Colombian social security (health, pension, and risk coverage)
• Staff Referral Bonus – Rewards for referring great candidates to the 8Team
• Paid Sick Leave – Covered from day one, with EPS support after the 2nd day
• Flexible Time Off (FTO) – Up to 15 paid days off per year
• Parental Leave – Maternity and paternity leave in line with Colombian law
• Company Holidays – Paid time off for all official Colombian public holidays

Security advisory

Our hiring teams at 8am are dedicated to recruiting top talent that share our passion for serving the professional services industry through innovative financial technology. As such, our Talent Acquisition Team only follows legitimate hiring practices. We will always communicate with our candidates using emails with the 8am domain and will never ask for sensitive/personal data during the application process. All interviews take place over phone call, Zoom/Google Meet or in person. All offers are communicated verbally by our Talent Acquisition Specialists with a written offer letter as a follow up.