Accounting Support Specialist

Hi, We’re AffiniPay! 

AffiniPay is a leading fintech company, based out of Austin, Texas. As the market leader in professional services payments and project management software, AffiniPay’s tech products serve legal, accounting, architectural, engineering and construction firms. AffiniPay has been recognized as one of Inc. 5000’s fastest growing companies in the U.S. for 11 years in a row, and as a result, our teams continue to grow as well! 

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, 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 Accounting users across phone, email, and chat channels and throughout the customer life cycle.
• Support new 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 issues and delight the customer
• Manage daily account communication regarding 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; deliver 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

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
• 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 over-time

Our Story

Founded in 2005, AffiniPay’s mission is to build technology products that helps professionals focus on the work they love. As the leader in the professional payments industry, AffiniPay’s products serve legal, accounting, architectural, engineering and construction firms. Our portfolio of software solutions include MyCase (Legal Practice Management Software), CASEpeer (Practice Management for Personal Injury Firms), Docketwise (Immigration & Case Management Software), (Soluno (Legal Accounting), and Woodpecker (Legal Document Automation). Our portfolio of payment solutions include LawPay (Legal), AffiniPay for Associations (Associations), CPACharge (Accounting Professionals), and ClientPay (Architect, Engineer, and Construction). AffiniPay’s products serve over one hundred thousand users, and we are noted as one of the fastest growing tech companies in Austin, Texas. We are constantly looking for talent to join our team to continue playing a key part in unlocking our potential. 

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