LawPay

Customer Success Specialist

LawPay

full-time

Posted on:

Location Type: Remote

Location: Colombia

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Job Level

Junior

About the role

  • Provide timely and accurate technical support to customers via email, chat, and phone.
  • Troubleshoot and resolve product issues related to onboarding, adoption, and core platform functionality.
  • Execute support workflows across digital and hybrid engagement models.
  • Proactively identify and escalate technical risks through customer data, usage trends, and engagement signals.
  • Assist customers with the implementation of core workflows, features, and solutions to ensure realized value.
  • Support retention by resolving support blockers and ensuring renewal readiness.
  • Collaborate with Product and Engineering teams to report bugs, share customer insights, and support product fixes.
  • Serve as a customer advocate and voice of the customer within the organization.
  • Provide technical guidance to customers on optimizing their use of 8am solutions.
  • Support support-led outreach, including help center documentation, FAQ updates, and enablement sessions.
  • Monitor customer support tickets, engagement levels, and resolution milestones.
  • Contribute to the continuous maintenance of Support playbooks, processes, and internal knowledge bases.
  • Maintain timely and accurate documentation in Support ticketing platforms and CRM systems.
  • Serve as a brand ambassador in all customer interactions.
  • Assist with the peer-mentoring of new Support team members.

Requirements

  • 1-2+ years of experience in Technical Support, Customer Service, SaaS Support, or a related customer-facing role.
  • Experience working in digital-first or hybrid customer engagement models preferred.
  • Strong ability to diagnose technical issues and translate complex steps into simple instructions.
  • Proven ability to build trust and credibility with customers in high-volume environments.
  • Excellent written and verbal communication skills.
  • Strong organizational, prioritization, and multitasking skills.
  • Comfortable learning and navigating new technologies and systems.
  • Ability to work effectively in a fast-paced, evolving environment.
  • SaaS experience required; payments, fintech, or legal industry experience preferred.
Benefits
  • Statutory Benefits – Full compliance with Colombian social security (health, pension, and risk coverage)
  • Staff Referral Bonus – Rewards for referring great candidates to the 8Team
  • Paid Sick Leave – Covered from day one, with EPS support after the 2nd day
  • Flexible Time Off (FTO) – Up to 15 paid days off per year
  • Parental Leave – Maternity and paternity leave in line with Colombian law
  • Company Holidays – Paid time off for all official Colombian public holidays
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingcustomer engagementSaaS supportsupport workflowsdocumentationCRM systemssupport ticketing platformsbug reportingdata analysis
Soft Skills
communication skillsorganizational skillsmultitaskingtrust buildingcustomer advocacyproblem-solvingcollaborationmentoringadaptabilitycustomer relationship management