Legal Operations Associate

Role Overview

We're looking for a meticulous Legal Operations Associate who thrives on solving problems and ensuring exceptional user experiences for legal professionals. At Adalat AI, you'll be responsible for managing the complete lifecycle of user queries for our legal technology platform, from initial triage to resolution, while serving as the operational backbone connecting our users with internal teams. Your diligence and attention to detail will directly impact how lawyers and legal professionals experience our platform and ultimately, how they serve justice.

For this role - we have 2 open positions.

Key Responsibilities

• Own the daily operations workflow including early monitoring of incoming tickets and prioritization of critical issues
• Manage and resolve user queries across multiple channels including email, ticketing systems, and phone support
• Investigate platform behavior on production environments to diagnose and validate user-reported issues
• Create, track, and escalate engineering oncall and product oncall tickets based on issue severity and nature
• Collaborate closely with partnerships and customer success teams to ensure holistic user support
• Maintain high standards of accountability by following up on open tickets and ensuring timely resolutions
• Document common issues, solutions, and platform behaviors to build an internal knowledge base
• Identify systemic issues and work with product and engineering teams to implement long-term fixes
• Provide regular reports on operational metrics, trends, and areas for improvement
• Participate in cross-functional meetings to represent the voice of the user and advocate for operational excellence

About You

You're someone who believes that excellence is in the details. You have an innate sense of accountability -when you commit to something, it gets done, and it gets done right. You're fascinated by how things work and aren't satisfied with surface-level understanding.

When faced with a problem, you systematically work through it until you find the answer. You communicate clearly and empathetically, understanding that behind every ticket is a person who needs help. You're driven by impact and are energized by the idea of working at a non-profit that's transforming access to justice through technology.

You thrive in environments where you can take ownership, and you're the kind of person who sees operational excellence not as tedious work, but as the foundation that allows innovation to happen. You're comfortable being the steady hand that keeps things running smoothly while others build the future.

Qualifications

• Bachelor's degree in Business, Operations, Computer Science, or related field
• 1-3 years of experience in operations, customer support, or technical support roles
• Exceptional attention to detail with a proven track record of accuracy in high-volume environments
• Strong accountability and ownership mindset with the ability to see tasks through to completion
• Deep curiosity about how systems work and passion for understanding intricate details
• Excellent problem-solving skills with the ability to think critically and troubleshoot effectively
• Outstanding written and verbal communication skills
• Ability to work independently while collaborating effectively with cross-functional teams
• Comfortable working in a fast-paced, dynamic environment with shifting priorities

Strongly Preferred:

• Hands-on experience with ticketing systems (Zendesk, Jira, Freshdesk, Intercom, or similar)
• Understanding of basic technical concepts and ability to communicate with engineering teams
• Experience in SaaS or technology companies
• Track record of identifying process improvements and implementing solutions

What You Will Achieve in a Year

• Master the operational workflow and become the go-to expert for complex user issues
• Successfully manage 100+ user queries per week with consistently high satisfaction scores
• Develop deep product knowledge and the ability to troubleshoot issues across the platform
• Build strong relationships with engineering, product, and partnerships teams as a trusted collaborator
• Create and implement process improvements that increase team efficiency by 50%+
• Reduce average ticket resolution time through effective triage and escalation protocols
• Establish yourself as a subject matter expert in specific platform areas or issue categories
• Mentor junior team members and interns on best practices and operational procedures
• Contribute to the development of operational playbooks and documentation that scale with the team