Operations Service Specialist (Detroit, MI)

Job Description

Job Description

Location: Full Time in Person in Detroit, MI

We're Proof, a high growth company in the legal tech industry founded in 2017. We've built a best-in-class legal services platform used by thousands of law firms with a sustained average growth rate of over 10%. Our marketplace platform helps law firms and pro se parties access more efficient, transparent, and accessible legal services that are not traditionally available to everyone. Our primary services are Service of Process and E-Filing. We currently support over 3,000 law firms throughout the US and countless pro se parties.

We welcome people from all backgrounds who seek the opportunity to help build a future where access to legal services is readily available, affordable, and efficient. Work with us if you have the curiosity, passion, and collaborative spirit to achieve the fundamental change in an outdated industry.

As an Operations Service Specialist on the Operations team, you will work closely with our teams to ensure a smooth and accurate experience for both our server partners and our clients.

• Respond to independent server partner and client questions, concerns and feedback via chat to deliver quality service
• Ensure the successful completion of platform jobs through dedicated timeline and prompts that ensure service-level agreements
• Adapt quickly in a fast paced environment where you will actively participate in and influence organizational change and improvements

Core Objectives

• Lead with empathy to drive a high standard of service quality
• Ensure successful completion of platform tasks, delighting both clients and providers
• Implement tailored quality policies and adapt swiftly in a fast-paced environment
• Collaborate internally to enhance user experience and contribute to market growth

• Exercise best judgment to provide clear and professional written communications to independent service partners and clients on our platform
• Work in a support role, cross training for similar positions as needed
• Be the voice of the customer
• Consistently create an exceptional experience with each contact
• Observe, review, and analyze processes to identify inefficiencies and work with a Team Lead and co-workers in similar roles for areas of improvement
• Cultivate success through managing efficient operations and user experience
• Identify, solve, and escalate platform issues and opportunities

• 1+ years of professional work experience in the service of process industry or a related field (consulting, operations, strategy)
• Accustomed to documenting your work as you go and communicating with a cross-functional audience
• Strong collaboration and partner management skills - building deep, trust-based relationships with independent contractor server partners
• Strong time management, organization, communication, and administrative skills
• Ability to prioritize and execute on multiple projects within stated deadlines
• Experience with high volume work load
• Experience in legal and/or real estate background preferred
• Must be able to be onsite in office 5 days/week
• A full 8 hours of actual work time (excluding lunch breaks) is expected each workday

• $18-22/hour based on experience and location
• Eligible to participate in company bonus plan

• Full-time, hourly position
• Medical, dental, vision, disability insurance, and 401K available
• Flexible time off (paid planned and sick time, and paid holidays)
• Equipment provided
• This is an onsite role located in downtown Detroit, Michigan

This company participates in E-Verify, for more information view the Participation and Right to Work Posters.