Accounting Support Specialist

It's a new day with a new opportunity at 8am! 

About the role:

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.

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:

• 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 
• Demonstrates customer advocacy; delivers customer insights to product/development teams to inform business decisions. 
• 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.
• This position is preferably based in Austin, Texas.

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:

• Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.
• Financial perks: We offer a competitive compensation and benefits package includ