Support Associate (EST Hours)

About Robin

Robin is on a mission torebuild the legal industry starting withmaking contracts simple for everyone. We are a pioneer in Legal AI built on proprietary models licensed data anddeeppartnerships with Anthropic and AWS. Since 2019 weve expanded our footprint to 4 continents and have been supporting many of the worlds most successful businessesincluding GE Pfizer KPMG and UBS.

What will you do as a Support Associate

As a Support Associate youll be the first point of contact for our users addressing product and user issues efficiently. Youll manage support tickets troubleshoot problems and ensure timely resolution collaborating with Product and Engineering teams when necessary to resolve problems. Your role is crucial in maintaining customer satisfaction and providing valuable feedback to improve our product.

Your day-to-day responsibilities:

• 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

Ideally you should have the following qualifications:

• 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

Whats in it for you

• 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 the South Africa.

• Growth opportunities: We prioritise promotions for high performers and help you to progress your career.

Whats it like working at Robin

Our culture and values attract people who are creative resourceful and share our passion for excellence. At Robin youre encouraged to push yourself and empowered to take risks. We support each other to think big try new ideas and navigate uncertainty. Whether youre at our headquarters or one of our worldwide offices youll find a world of opportunities to grow thrive and make a meaningful impact. See what life is like at Robin.

Diversity Equity and Inclusion at Robin

We are committed to building one of the most diverse technology companies in the world. As of 2024 more than 30% of our employees come from ethnic minority backgrounds and 51% of roles are held by women. We know that transforming the legal industry requires diverse perspectives so were creating an environment where innovation thrives through inclusion.

Robin operates a direct hiring model and any speculative CVs shared via agencies will be treated as a gift.

Required Experience:

IC