Operations Associate

The Wrap; United States; Hybrid; USD 40,000 - 42,000; Full time

Benefits offered by this job

Remote Work

Career Advancement

Employee Recognition

LinkedIn Learning Platform

Job summary

Mitratech is hiring for a remote-friendly customer support/operations role serving law firms. You will respond to inquiries, manage tickets, coordinate tasks, and guide clients through processes using Zendesk and AI tools.

The position values confidentiality, rapid learning, and teamwork across a global, diverse environment. The role requires at least two years in a customer support or operations function, a GED with experience or a Bachelor’s in Business Administration or Communications, and

Qualifications

• Ability to work effectively in a team environment with a strong commitment to team success
• Ability to prioritize competing tasks and adapt in a fast-paced environment
• Demonstrated ability to quickly learn proprietary software and adapt to evolving processes
• Strong working knowledge of Microsoft Office
• Strong problem-solving skills
• Strong verbal and written communication skills
• Proficient working with AI-powered tools, including Zendesk AI features, to improve workflow and team efficiency
• Experience leveraging AI tools to support daily operations and enhance team productivity
• Must be organized and detail-oriented
• Ability to maintain complete confidentiality
• Experience with Zendesk or similar CRM/ticketing platforms preferred
• Minimum of two years of experience in a customer support or operational support role
• Prior experience in Business-to-Business services environment preferred

Responsibilities

• Respond to law firm inquiries via support tickets and phone calls, delivering timely and professional service
• Identify, escalation, and help resolve complex client and internal issues in a timely manner
• Assist team members by coordinating tasks including, timekeepers, data entry, inbox management, and other responsibilities
• Guide law firm contacts through website navigation, invoice formatting requirements, submission processes, and variety of related tasks and inquiries
• Prioritize workload according to Quovant methodology and department policies
• Utilize Zendesk or other CRM software for daily support issues and phone calls
• Maintain a strong understanding of Quovant services
• Cross-train and support other team members within Law Firm Services when needed or as requested by department manager
• Support additional projects and initiatives as directed by department leadership

Skills

Teamwork

Task prioritization

Microsoft Office

Problem solving

Communication

AI tools

Zendesk

Confidentiality

CRM experience

B2B experience

Education

GED + 2 years experience

Bachelor's degree in Business Administration or Communications

Tools

Zendesk

CRM platforms

Job description

At Mitratech, we are a team of innovators focused on building world‑class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

For over 35 years, the experts at Mitratech have been focused on solving complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Essential Duties & Responsibilities

• Respond to law firm inquiries via support tickets and phone calls, delivering timely and professional service
• Identify, escalation, and help resolve complex client and internal issues in a timely manner
• Assist team members by coordinating tasks including, timekeepers, data entry, inbox management, and other responsibilities
• Guide law firm contacts through website navigation, invoice formatting requirements, submission processes, and variety of related tasks and inquiries
• Prioritize workload according to Quovant methodology and department policies
• Utilize Zendesk or other CRM software for daily support issues and phone calls
• Maintain a strong understanding of Quovant services
• Cross-train and support other team members within Law Firm Services when needed or as requested by department manager
• Support additional projects and initiatives as directed by department leadership

Requirements & Skills

• Ability to work effectively in a team environment with a strong commitment to team success
• Ability to prioritize competing tasks and adapt in a fast-paced environment
• Demonstrated ability to quickly learn proprietary software and adapt to evolving processes
• Strong working knowledge of Microsoft Office
• Strong problem-solving skills
• Strong verbal and written communication skills
• Proficient working with AI-powered tools, including Zendesk AI features, to improve workflow and team efficiency
• Experience leveraging AI tools to support daily operations and enhance team productivity
• Must be organized and detail-oriented
• Ability to maintain complete confidentiality
• Experience with Zendesk or similar CRM/ticketing platforms preferred
• Minimum of two years of experience in a customer support or operational support role
• Prior experience in Business-to-Business services environment preferred

Education

• High school diploma or general education degree (GED) with a minimum of two years of related experience required
• Bachelor’s Degree: Business Administration, Communications or related field is desirable

We will disclose intended pay ranges in our job ads for US-based opportunities – This role can be performed 100% remote anywhere in the US. Anticipated Pay Range: $40,000 – $42,000 Annually USD

Total compensation includes US employee benefits and annual bonus eligibility.

Benefits we offer

• Health, Dental & Vision Insurance *
• 401 (k) + Employer Match *
• Open PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off
• STD, LTD & Group Life Insurance
• Paid Parental Leave
• Pet Insurance
• FSA & HSA Options
• Employee Assistance Program

Perks we offer

• Remote Work
• Career Advancement & Professional Development Opportunities
• Employee Recognition
• LinkedIn Learning Platform

Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.