Customer Support Specialist

At AffiniPay, we're continuously tackling exciting and interesting problems to define the direction of the financial technology industry and transform the way professionals get paid! Our drive to become leaders in Fintech has fostered our fast-moving, growth-focused culture. We've assembled teams of highly collaborative problem solvers who are passionate about both personal and company growth. We are eager to create, work together, and do whatever it takes to get the job done. We also know that our people are our greatest asset and responsible for our ultimate success. As such, we invest in our team-members' growth and development, recognize accomplishments, and celebrate successes together. We're building a winning team, and we need more creative, collaborative, and fun-loving people to help us get the job done!
Customer Support is at the heart of AffiniPay that is the leading legal practice management software designed specifically for the legal industry. We are looking for a tech-savvy individual 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.
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