Accounting Support Specialist

Accounting Support Specialist

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.

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!

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.

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.

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 engagementvalues 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 including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.

Time for what matters : Flexible Time Off, paid holidays, and a parental leave program for our new parents.

Wellness : Wellness stipends, mental health support, and one-on-one nutrition coaching.

Learning and Development : Continuous learning through leadership programs, professional development funds, and individually focused talent development.

Giving back to the communities around us : Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).

Engagement : Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.

At 8am, we don't just offer benefits - we create an environment where people can thrive, grow, and make a real impact every day.

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.

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.