About Robin
Robin is on a mission to rebuild the legal industry — starting with making contracts simple for everyone. We are a pioneer in Legal AI, built on proprietary models, licensed data, and deep partnerships with Anthropic and AWS. Since 2019, we’ve expanded our footprint to 4 continents and have been supporting many of the world’s most successful businesses, including GE, Pfizer, KPMG, and UBS.
What will you do as a Support Associate?
As a Support Associate, you'll be the first point of contact for our users, addressing product and user issues efficiently. You'll 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
What’s 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.
What’s it like working at Robin?
Our culture and values attract people who are creative, resourceful, and share our passion for excellence. At Robin, you're encouraged to push yourself and empowered to take risks. We support each other to think big, try new ideas, and navigate uncertainty. Whether you're at our headquarters or one of our worldwide offices, you'll 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 we're 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.