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 Customer Support Specialist, Payments, 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 8am

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 support ticketing system
• Ensure customers receive consistent and reliable service and support during every interaction
• Stay informed and knowledgeable regarding new product releases
• Document found issues and steps to reproduce
• Investigate issues reported by customers
• Educate our customers on how to use AffiniPay/LawPay/CPACharge products
• Other duties as assigned

About You

• Bachelor’s degree
• 2+ years experience in a customer support role
• 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
• Must be able to react positively to difficult situations
• Knowledge of Windows, PowerPoint, Word, Excel, or similar programs required
• Must be able to answer inbound support calls daily
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

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.

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 8am.edu, leadership programs, professional development funds, and individually focused talent development.
• Giving Back: 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.