We are looking for a tech-savvy individual with legal billing, bookkeeping, and/or accounting experience, along with strong relationship-building skills 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, and provide product training and brand representation primarily for the Accounting Add-on and related billing features. 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 support for MyCase Accounting users across phone, email, and chat channels and throughout the customer life cycle.

• Support new MyCase Accounting customers in setting up the Accounting module for their firm and learning how to use it, including migrating data from legacy systems and providing group training.

• Proactively gather customer feedback and identify opportunities to improve the product functionality and enhance the customer experience

• Provide timely resolution of product-related customer support issues. Exercise independent judgment in determining the best method(s) to resolve problems 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

• Demonstrate mastery of multi-channel support capabilities as measured by tNPS across channels

• Demonstrates product expertise and domain knowledge in case responses 

• Measured periodically via case review and call listening

• Demonstrates customer advocacy; delivers customer insights to product/development teams to inform business decisions. 

• Product feedback cases are communicated well with thorough documentation.

• Leverages service through curiosity to see issues clearly 

• Contributes to the High Feature request document regularly

• Actively contributes during meetings with product management

• Other duties as assigned by the Lead Accounting Support Specialist or Sr. Manager of Customer Support

About You:

• 1+ years in a customer-facing role or legal professional role (Law Office Manager, Paralegal, Customer Support, Customer Success, or Business Development etc)

• 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.

• Experience with legal billing, bookkeeping, and/or accounting required.

• SaaS support experience desired.

• If you live near one of our offices in either San Diego or Austin - we work in a hybrid capacity!

Additional Information

The pay range for this position is between $50,000-$65,000 USD 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 is an hourly, non-exempt position eligible for overtime.