Support Associate - Remote

Overview

As a Support Associate, you'll be the first point of contact for our users, addressing product and user issues efficiently. Your role is crucial in maintaining customer satisfaction and providing valuable feedback to improve our product.

In Short

• Respond to and resolve support tickets within established KPI resolution timeframes
• Troubleshoot and diagnose issues with using our AI-powered legal intelligence platform
• Manage customer communications through HubSpot and other support channels
• Categorise and triage incoming requests to appropriate teams when necessary
• Document common issues and solutions to build our knowledge base
• Provide product feedback to our Product and Engineering teams
• Monitor support metrics and prepare regular reports on customer satisfaction
• Identify opportunities for improving the customer experience

Requirements

• 1-2 years of experience in a customer-facing support role
• Experience with ticketing systems and tools, preferably HubSpot
• Strong troubleshooting and problem-solving abilities
• Experience with SaaS products (legal tech experience is a plus)
• Ability to explain technical concepts in simple terms
• Excellent written and verbal communication skills
• Detail-oriented with strong organisational skills
• Adaptability and willingness to learn in a fast-paced environment
• Ability to manage multiple tasks simultaneously, prioritise work effectively, and meet deadlines.
• Tech curious and product savvy. Any programming background (HTML/CSS, SQL, Python, etc.) is an advantage but NOT required

Benefits

• Salary: Competitive
• Equity package: Generous equity scheme - everyone gets to be an owner of Robin AI!
• Annual leave: 20 days PTO, in addition to the public holidays observed in South Africa.
• Growth opportunities: We prioritise promotions for high performers and help you to progress your career.