Lead, Customer Support (Tier 2)

About the role:

As a Tier 2 Lead, Customer Support, you will be responsible for ensuring every 8am customer receives consistent and reliable service and support through every interaction and being the go to person for the team for questions and resolutions for the team and customers.  

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:

• Managing the day-to-day activities for a team of 3-5 employees.  Responsibilities include managing FTO requests, emergencies, overtime requests, escalations, employee evaluations once a year, weekly 1 on 1s, and help lead team meetings as needed.
  
• Working with your manager to develop and implement departmental goals. Mentor and motivate the team to achieve organizational goals.
• Delegating tasks to team members.
• Conducting training of team members to maximize their potential.
• Timely response to team member escalations and request for support in Slack
• Answer inbound customer support emails and provide necessary product troubleshooting 
• Ensure customers receive consistent and reliable service and support during every interaction by serving as a point of escalation and coaching/mentoring team members.
• Stay informed and knowledgeable regarding new product releases
• Document issues that arise and steps to reproduce
• Expertise in 8am products, specializing in at least one specific product 
• Educate our customers on 8am products

About you:

• Bachelor’s Degree preferred
• At least 1 year experience with the company 
• 2 years experience in a customer support role
• Product expertise in the product/s the Tier 2 team supports
• 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
• Strong organizational, leadership and interpersonal management skills
• Must be able to react positively to difficult situations
• Knowledge of Salesforce, Workforce Manager, Zoom Contact Center, Slack, Google Suite or similar programs preferred
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Additional Information
The pay range for this position is between $26.00 - $39.00 per hour. 8am 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 position is non-exempt and eligible for overtime.
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 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 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.