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
Additional Information
The pay range for this position is between $45,000 - $51,000 annually. AffiniPay is committed to offering competitive, fair and commensurate compensation and has provided an estimated pay range for this role. Actual compensation may vary based on job-related knowledge, skills, experience and education. This position is non-exempt and eligible for overtime.
