Operations Service Specialist (Southfield, MI)

Socket.dev; Southfield (MI); On-site; USD 37,000 - 46,000; Full time

Benefits offered by this job

Medical, dental, vision

Disability insurance

401K

Flexible time off

2 days work-from-home per month

Equipment provided

Job summary

Proof in Southfield, MI is seeking an Operations Service Specialist to support server partners and clients and ensure a smooth, accurate experience on our marketplace platform.

You will respond to inquiries, help meet SLAs, and participate in process improvements while collaborating with cross-functional teams. A 1+ year background in service roles and strong MacOS/Google Suite skills are expected. This is a full-time onsite role with competitive benefits.

Qualifications

• 1+ years in service of process or related field.
• Document work and communicate with cross-functional teams.
• Strong collaboration with independent server partners.
• Excellent time management and organization.
• Proficient in Excel and PowerPoint; Google Sheets/Slides.
• Able to prioritize multiple projects to deadlines.
• Adaptable to fast-paced environment with high volume.
• Proficient in MacOS and Google Workspace.
• Legal or real estate background preferred.
• 8-hour workday expectation.

Responsibilities

• Respond to partner and client questions via chat to deliver quality service.
• Ensure timely completion of platform jobs meeting SLAs.
• Adapt quickly in a fast-paced environment and drive improvements.
• Provide clear, professional written communications to partners and clients.
• Be the voice of the customer and collaborate to enhance UX.
• Observe, review processes to identify inefficiencies and drive improvements.
• Identify, solve and elevate platform issues.

Skills

Excel/Google Sheets

PowerPoint/Slides

Communication

Time management

Collaboration

MacOS

Google Suite

Tools

Google Workspace

MacOS

Job description

Location: Full Time in Person in Southfield, MI

About Us

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.

About the Role

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.

Key Responsibilities

• 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

What you will do

• 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 elevate platform issues and opportunities

Qualifications

• 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
• Strong Excel/Google Sheets & PowerPoint/Google Slides skills
• Ability to prioritize and execute on multiple projects within stated deadlines
• Adaptable attitude towards change and comfort working in a fast paced environment
• Experience with high volume work load
• Proficiency in MacOS, Google Suite (Gmail, Sheets, Docs, Slides), and camera enabled virtual communication
• Experience in legal and/or real estate background preferred
• A full 8 hours of actual work time (excluding lunch breaks) is expected each workday

Compensation

• Anticipated compensation range of $37,440 - $45,760 paid on an hourly basis, eligible for overtime earnings.
• Eligible to participate in company bonus plan

Benefits

• Full-time, hourly position
• Medical, dental, vision, disability insurance, and 401K available
• Flexible time off (paid planned and sick time, and paid holidays)
• Two work-from-home days per month
• Equipment provided
• This is an onsite role located in Southfield, Michigan

E-Verify

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