Customer Service & Operations Ninja

Off The Record is dedicated to making justice accessible to everyone by connecting people with affordable attorneys. The Customer Service & Operations Ninja will handle customer inquiries, provide legal information, deliver technical support, and manage case-related inquiries, all while ensuring a positive experience for users.

Responsibilities:

• Be the voice of OTR. Handle inbound requests from users and customers via phone, email, live chat, SMS, and social media. You are the first person our customers interact with, and you set the tone for their entire experience
• Provide legal information (not legal advice). Help potential customers understand their legal issue so they can make an informed decision about how to proceed. Guide them through the process of booking a case with Off The Record
• Deliver technical support. Assist customers with account access, password resets, navigating the platform, and troubleshooting issues. You should be able to diagnose and resolve technical problems confidently
• Manage case-related inquiries. Answer questions about case status, attorney communication, timelines, and next steps. You handle every request with empathy, accuracy, and urgency
• Support attorneys across the country. Work directly with our attorney network to ensure cases move forward smoothly and both customers and attorneys have what they need
• Use soft-sales skills. Encourage potential customers to use OTR over the competition. Our value proposition is strong — you just need to communicate it clearly and confidently
• Handle escalations. Deal with unforeseen situations, difficult conversations, and edge cases with composure and sound judgment
• Perform operational duties. Various clerical tasks, data entry, and administrative work that keeps the engine running behind the scenes
• Learn the legal landscape. Familiarize yourself with the laws and procedures in each state. This is a continuous learning role — the legal landscape is always evolving, and you will need to evolve with it

Requirements:

• 5+ years of customer service experience in a professional services environment. We need someone who has handled complex, high-stakes customer interactions — not simple retail or inventory lookups
• Proven remote work experience. You must have a track record of delivering excellent customer service remotely — over phone, email, and live chat. You know how to stay productive, communicative, and accountable without someone looking over your shoulder
• Exceptional written and verbal communication skills. You write clearly, professionally, and with warmth. You speak confidently and can adapt your communication style to different audiences. Please include a cover letter with your application
• Tech savvy. You are highly comfortable working on a computer all day. You can navigate multiple systems simultaneously, jump on a Zoom call without hesitation, learn new software quickly, and troubleshoot basic technical issues
• Customer obsession. This is one of OTR's primary leadership principles, and it is especially critical in this role. You do not just respond to customers — you genuinely care about their outcome. You follow up, you go the extra mile, and you lose sleep over a bad customer experience
• Self-starter mentality. You complete work with minimal guidance and supervision. You see what needs to be done and you do it
• Strong attention to detail. Accuracy matters when dealing with legal issues and customer accounts
• Ability to multitask. You can manage a high volume of contacts across multiple channels accurately and intelligently
• Comfortable on the phone. You are at ease taking, making, and handling phone calls — even difficult ones
• Paralegal experience or experience working in a law firm
• Fluent in multiple languages
• Experience with ticketing systems (Zendesk, Freshdesk, Intercom, etc.)
• Experience with CRM platforms
• Experience in legaltech, fintech, or other regulated industries