Operations Associate

Bharat Digital; India; On-site; INR 400,000 - 600,000; Full time

Job summary

Bharat Digital is hiring an Operations Associate to enhance its customer support and success function. This role involves owning the customer support ticketing system, acting as the first line of debugging for issues, and supporting new court deployments. Ideal candidates will have 1–3 years of experience in legal operations or a law degree, along with a strong interest in AI and legal-tech. With a startup environment, the position offers room for creativity and improvement in support processes.

Qualifications

• 1–3 years of experience in legal operations, legal-tech, customer support, or related role.
• Strong written communication and comfortable with data and structured processes.
• Genuine interest in AI and legal-tech.

Responsibilities

• Own the customer support ticketing system end-to-end.
• Act as the first line of debugging for user-reported issues.
• Support the partnerships team during new court deployments.

Skills

Customer Support Management

Technical Debugging

Bug Reporting

User Onboarding and Training

Legal Domain Understanding

Process Improvement

Technical to Non-Technical Translation

Metric Monitoring

Knowledge Base Management

Stakeholder Communication

Data Tracking

Requirement Structuring

Analytical Problem Solving

Legal Operations Experience

Legal-tech Specialization

AI System Literacy

Court System Knowledge

Startup Operational Agility

Freshdesk

Zendesk

Education

Law degree (LLB, BA LLB, LLM)

Tools

Freshdesk

Zendesk

Intercom

Jira

Linear

Job description

# Operations AssociateOpenWe are hiring an Operations Associate to be one of the first people on Adalat AI’s customer support and success function. You will be the connective tissue between the partnerships team, the engineering team, and the people actually using our products — judges, court staff, registrars, and lawyers across India.This is a founding seat on the support org. There is no mature ticketing pipeline for you to step into; you will help design it which addressing it. There are no SOPs for user escalations; you will write them.We have a preference (not a requirement) for candidates with a law background — an LLB, BA LLB, LLM, or equivalent — who have gravitated towards technology. Courts are our users, legal workflows are our domain, and people who natively understand both sides of that equation have a significant advantage. That said, we will happily hire someone without a law degree who demonstrates unusual clarity of thinking, a genuine feel for users, and the operational chops to build a support function from scratch.## About this roleOwn the customer support ticketing system end-to-end — triage incoming issues, categorise them, assign to the right team, and track through to resolutionAct as the first line of debugging for user-reported issues — reproduce the problem, gather logs and context, and write clear, actionable bug reports for engineeringServe as the translator between the partnerships team (who manage court deployments) and the engineering team (who build the product) — turn field feedback into structured technical requirementsMonitor support metrics (response times, resolution rates, recurring issue clusters) and surface patterns to product and engineering leadsSupport the partnerships team during new court deployments — user onboarding, training coordination, go-live troubleshootingRun user feedback sessions and synthesise qualitative signal into structured reports for the product teamBuild and maintain the user-facing and internal knowledge base — FAQs, troubleshooting guides, how-to documentationIdentify gaps in operational processes and propose fixes — we expect you to improve the system continuously, not just maintain it## Responsibilities1–3 years of experience in legal operations, legal-tech, customer support, customer success, or a similar role — or a fresh law graduate with relevant internship experience in tech / operationsA law degree (LLB, BA LLB, LLM) is preferred but not required. We value legal domain understanding, but we equally value strong operators from any background who bring genuine feel for usersFamiliarity with ticketing / support systems (Freshdesk, Zendesk, Intercom, Jira, Linear, or similar) — or a demonstrated ability to pick up such tools quicklyFunctional understanding of how software products work at a user level — you can describe a bug clearly, reproduce it, and distinguish between “what the user expected” and “what actually happened”Strong written communication — crisp bug reports, clear user-facing responses, tight internal summariesComfort with data and structured processes — spreadsheets, trackers, dashboards are part of your daily toolkitGenuine interest in AI and legal-tech — you follow what is happening at the intersection of law and technologyAbility to move across audiences — an engineering standup in the morning, a call with a district court registrar in the afternoonStrong organisational instincts and a bias for closing loops — nothing stays unresolved on your watch## Requirements## Benefits## Skills & TechnologyCustomer Support ManagementTechnical DebuggingBug ReportingUser Onboarding and TrainingLegal Domain UnderstandingProcess ImprovementTechnical to Non-Technical TranslationMetric MonitoringKnowledge Base ManagementStakeholder CommunicationData TrackingRequirement StructuringAnalytical Problem SolvingLegal Operations ExperienceLegal-tech SpecializationAI System LiteracyCourt System KnowledgeStartup Operational AgilityFreshdeskZendesk## Compensation & Dates## Location