Operations Associate

TL;DR

Operations Associate (Zendesk/CRM): Respond to law firm inquiries via support tickets and phone calls, coordinate operational tasks, and guide contacts through submission and invoice formatting processes with an accent on resolving complex client and internal issues quickly and accurately. Focus on prioritizing workload using Quovant methodology and improving daily workflow efficiency with AI-powered Zendesk tools.

Company

Operations support role within Mitratech’s Legal, Risk, Compliance, and HR product ecosystem.

What you will do

• Handle law firm inquiries through support tickets and phone calls, delivering timely and professional service.
• Identify, escalate, and help resolve complex client and internal issues.
• Coordinate operational tasks such as timekeepers, data entry, and inbox management.
• Guide law firm contacts through website navigation, invoice formatting requirements, and submission processes.
• Prioritize workload using Quovant methodology and department policies.
• Use Zendesk (or similar CRM/ticketing tools) and support additional projects as directed.

Requirements

• Location: Must be able to work 100% remote anywhere in the US
• Minimum 2 years of experience in a customer support or operational support role.
• Strong verbal and written communication skills; ability to maintain complete confidentiality.
• Proficiency with Microsoft Office and strong problem-solving skills.
• Ability to quickly learn proprietary software and adapt to evolving processes.
• Organized and detail-oriented; experience with Zendesk or similar CRM/ticketing platforms preferred.

Nice to have

• Prior experience in a Business-to-Business services environment.
• Experience leveraging AI tools (including Zendesk AI features) to improve workflow and productivity.
• Cross-training and supporting other team members within Law Firm Services.

Culture & Benefits

• 100% remote work for US-based opportunities.
• Health, Dental & Vision insurance; STD, LTD & Group Life insurance.
• 401(k) with employer match; FSA & HSA options.
• Open PTO plus 11 paid holidays and 4 annual paid global wellness days off.
• Paid parental leave; employee assistance program; pet insurance.
• Career advancement and professional development via LinkedIn Learning; annual bonus eligibility.

Hiring process

• Support ticket/operations experience review during interviews.
• Discussion of communication, prioritization, and confidentiality practices.
• Assessment of fit for Zendesk/CRM workflows and AI-enabled support processes.