Location: Full Time in Person in Detroit, MI
About the job
We're Proof, a startup in the legal tech industry. 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 Work with us if you have the curiosity, passion, and collaborative spirit to achieve the fundamental change in an outdated industry.
Job Brief
We are looking for a reliable and organized Service Team Lead to review and take action on the uploaded process of service jobs from our clients.
Core Objectives
- Lead your team with empathy to ensure that they are providing the highest quality of service possible
- Oversee your team’s provision of a delightful experience to our clients and providers on both sides of the marketplace
- Ensure the successful completion of platform jobs through dedicated timeline and requirement management
- Adapt quickly in a fast paced environment where you will actively participate in and influence organizational change and improvements
What You'll Do
- Work closely with the Manager to drive performance to cultivate success through managing efficient operations and user experience.
- Lead a team of professionals from job onboarding to completion regularly interacting with both clients and providers of platform services.
- Manage team performance as a supervisor using data driven metrics and strategies.
- Exercise best judgment to provide clear and professional written communications to clients and providers, including resolving escalated disputes and grievances.
- Ensure platform jobs are compliant and completed to client specifications, on time, and within budget.
- Identify, solve, and escalate platform issues.
- Adapt quickly to unique obstacles, taking an iterative approach to solving problems and then scaling them.
- Collaborate closely with cross-functional teams, including Marketing, Customer Experience, and Product.
- Execute on data-driven strategies and processes, flexing to address the team’s needs
- Provide regular feedback to the manager on performance issues, attendance, disciplinary actions, and active training needs. Assist in the completion of reviews.
- Provide input on local business needs related to regulatory impacts on processes or products.
- Build upon city/state-specific processes or campaigns as needed for product and service scalability
- Liaison between law firms and individual customers as they have their jobs completed through our platform.
Who You Are
- You will quickly immerse yourself in the legal tech space with a special focus on the Service of Process industry.
- You communicate effectively at all levels.
- You are driven by a team mentality and thrive when you enable others to succeed.
- You care deeply about the user experience, both externally and internally.
- You have spent time building, cultivating, and managing teams across multiple locations.
- You have sound business judgment and critical thinking skills with the ability to use data to develop strategies and make decisions quickly.
- You have strong communication and presentation skills, including experience presenting data & insights to a sophisticated audience.
- You’re experienced in working closely and communicating effectively with a diverse set of stakeholders in a constantly evolving, rapid-growth environment with tight deadlines.
- High energy working style and optimistic attitude towards overcoming challenges.
- Detail oriented and have the skills to audit multiple roles in their task completion.
Qualifications
- 3+ years of professional work experience in the service of process industry or a related field (consulting, operations, strategy)
- Experience leading a team and driving a high level of success
- Accustomed to documenting your work as you go and communicating with a cross-functional audience
- Strong Excel/Google Sheets & PowerPoint/Google Slides skills
- Experience with data-driven process improvement
- Hands-on team lead experience
- Strong time management, organization, and communication skills
- Ability to prioritize and execute on multiple projects within stated deadlines
- Strong collaboration and stakeholder management skills
- Adaptable attitude towards change and comfort working in a fast paced environment
- Ability to self manage work and performance in a remote work environment spanning multiple time zones
- Proficiency in MacOS, Google Suite (Gmail, Sheets, Docs, Slides), and camera enabled virtual communication
- Rapid ability to embrace new technologies and procedures
Preferred Qualifications
- Bachelor’s degree
- Paralegal or law firm experience is highly preferred
- Previous experience with double-sided marketplace platforms or in the legal tech, service of process, or other legal service industries
- Experience building, documenting, and scaling complex processes
- Experience working closely and communicating effectively with a diverse set of stakeholders in a constantly evolving, rapid-growth environment with tight deadlines
- High energy working style and optimistic attitude toward overcoming challenges
Benefits
- Full-time, in person, salary position
- Medical, dental, vision, disability insurance, and 401K available
- Flexible time off (paid planned and sick time, and paid holidays)
- Equipment provided
- This is an onsite role located in Detroit, Michigan
Compensation
- $60,000 - $75,000 per year salary, based on experience and location
- Eligible to participate in company bonus plan
Application Deadline
April 20, 2025
E-Verify
This company participates in E-Verify, for more information view the Participation and Right to Work Posters.