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Proof

Operations Service Specialist – Western

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Remote from
USA
Salary
USD 37,440–45,760 / hour
Department
Customer Support & Success
Employment
Full Time
Experience
Senior
Published
Apply before
29 Oct 2026
Listing views
12
Application actions
0
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AI Summary

The role, at a glance.

Proof is hiring a remote Operations Service Specialist to support clients and independent service partners using its legal-services marketplace. The role centers on chat-based support, platform-task completion, SLA adherence, issue escalation, and continuous process improvement. Candidates need at least one year of relevant operations, consulting, strategy, or service-of-process experience, along with strong written communication and organization. The position serves the Western United States and requires a full eight-hour workday aligned to Mountain or Pacific time.

Role DNA

A quick view of the complexity, pace, ownership and collaboration implied by the job description.

Job Complexity

3/5
EasyHard

Pace & Pressure

4/5
RelaxedFast-paced

Autonomy Level

3/5
GuidedFull ownership

Communication Load

5/5
IndependentCollaborative
AI insightThe work requires managing a high volume of time-sensitive platform tasks while communicating clearly and empathetically with both clients and independent partners. Complexity is moderate because the specialist must use sound judgment, maintain documentation, and escalate issues appropriately in a changing operational environment.

Salary analysis

Estimated compensation compared with the broader US market for similar roles.

Estimated job medianMarket rate
$41,600
US market range$38k–$52k
AI insightThe disclosed compensation range is $37,440 to $45,760 USD, with a midpoint of $41,600. Although the posting says the position is paid hourly and eligible for overtime, the stated figures appear to be annualized compensation amounts; the job period is recorded as hourly because that is explicitly stated. The estimated US market range for a full-time entry-to-mid-level operations/customer support specialist in legal-tech is approximately $38,000 to $52,000 annually, depending on relevant industry experience and location.

Core skills

Skills and capabilities most closely associated with this opportunity.

Customer supportOperations coordinationChat supportService-level agreementsPartner managementWritten communicationProcess improvementIssue escalationTime managementLegal technology
Sample interview questions
How do you manage several urgent client and partner requests while ensuring platform deadlines are met?

I first assess each request by deadline, customer impact, and risk of missing an SLA. I document the next action and owner, handle time-critical items first, and provide concise status updates so stakeholders know what to expect. If a dependency threatens completion, I escalate early with the relevant context and recommended path forward.

Describe how you would respond to a frustrated independent service partner whose platform task is blocked.

I would acknowledge the frustration, confirm the specific blocker, and review the task history and available documentation before proposing clear next steps. I would explain what I can resolve immediately, set realistic expectations for anything requiring another team, and keep the partner updated until the issue is closed. I would also record the root cause so recurring friction can be identified.

What does excellent written communication look like in a high-volume support environment?

Excellent written communication is accurate, empathetic, and action-oriented. I use plain language, answer the customer’s direct question, state the next step and timing, and avoid unnecessary jargon. Before sending, I verify key details such as case information, deadlines, and any commitments made.

Tell us about a process inefficiency you identified and improved.

In a prior operations workflow, I noticed that similar requests were being handled inconsistently because the intake details were incomplete. I documented the recurring gaps, suggested a standardized checklist and response template, and shared the approach with the team. This reduced follow-up work, improved handoffs, and made turnaround times more predictable.

How would you balance empathy with policy enforcement when a client asks for an exception?

I would listen carefully and acknowledge the client’s situation without making unsupported commitments. I would explain the applicable policy clearly, look for any approved alternatives, and escalate when an exception may be justified. The goal is to protect operational consistency while ensuring the client feels heard and receives a practical path forward.

This analysis is generated from the job description. Salary estimates, role characteristics and sample answers are guidance, not employer-provided facts.
Opportunity details

About this role.

Location: Remote – Western United States – Mountain or Pacific time zone

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 escalate 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
  • Ability to prioritize and execute on multiple projects within stated deadlines
  • Experience with high volume work load
  • Experience in legal and/or real estate background preferred
  • A full 8 hours of actual work time (excluding lunch breaks) is expected each workday (9am-5pm Mountain or Pacific time)

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, remote, hourly position
  • Medical, dental, vision, disability insurance, and 401K available
  • Flexible time off (paid planned and sick time, and paid holidays)
  • Equipment provided

E-Verify

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

#LI-DNP

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