Customer Support Specialist

About the role:

8am is looking for a professional and highly motivated problem solver to join our Customer Support Team.  As a Tier 1 Customer Support Specialist, you will be responsible for ensuring every 8am customer receives consistent and reliable service and support through every interaction.  Our ideal candidate has excellent interpersonal skills and is analytically minded, self-starting, detail oriented and skilled at solving problems and explaining complex issues.

About us:

At 8am, our vision is to power a world where professionals thrive. We start every day on a mission to empower professionals with the most trusted, innovative technology to deliver world-class outcomes for their clients and exceptional financial results for their business. They count on our purpose-built solutions to simplify operations, ensure compliance, and fuel profitable growth, so they can focus on their clients and do more of the work that matters.

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:

• Answer inbound customer support calls and provide necessary product troubleshooting and support
• Timely response to incoming customer support inquiries via email, phone, and chat
• Ensure customers receive consistent and reliable service and support during every interaction 
• Stay informed and knowledgeable regarding new product releases
• Educate our customers on how to use Mycase/LawPay/CPACharge products
• Investigate customer reported issues and attempt basic troubleshooting before escalating to Tier 2 if it is a technical escalation 
• Document every support interaction in Salesforce to ensure complete records.

About you:

• Bachelor’s degree preferred 
• 1+ year/s of experience in a customer service role or equivalent preferred
• Must have excellent interpersonal and professional communication skills; both written and verbal.  Must be friendly, clear, and strong speakers.
• Maintain a high level of professionalism, integrity, and ethics
• Excellent time management and people skills
• Works well in a team setting
  
• Ability to remain respond calm during challenging customer situations
• Knowledge of Salesforce, Workforce Manager, Zoom Contact Center, Slack, Google Suite or similar programs preferred
• Must be able to answer inbound support calls, chats and emails daily

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.