Proof · 1 day ago
Customer Experience Manager
United States
Full-time
Remote
Mid Level
$85K/yr - $95K/yr
3+ years expProof is a high growth company in the legal tech industry that provides a legal services platform for law firms. The Customer Experience Manager will oversee the operational and strategic health of the supply marketplace, ensuring high-quality client experiences by managing process servers and optimizing marketplace health.
Information TechnologyLegalLegal TechSoftware
Responsibilities
Manage process server-facing initiatives within your region
Act as the main point of contact for process servers in your region
Negotiate with process servers on SLAs, pricing, volume expectations, capacity, and overall market health factors
Use business intelligence tools, analytics, and cross-functional team input to identify markets in your region in need of intervention (e.g., recruitment needs, service delivery risks, pricing adjustments)
Conduct fair and comprehensive investigations into alleged material breaches of Proof’s Process Server Agreement
Partner closely with Platform Operations and Go-to-Market to support new client onboarding, priority client retention, and revenue goals
Implement tactics to improve marketplace health, process server engagement and retention
Collaborate with the Marketplace Supply team to support regional process server strategy, forecasting, and marketplace performance
Create, refine, and maintain operational playbooks for working with and supporting Proof’s network of independent process servers
Qualification
Required
3-5 years of experience in marketplace operations, strategy, customer success, operations, operations, or a similar function
Exceptional interpersonal communication skills with the ability to work respectfully and compliantly with independent contractors
Strong negotiation abilities and comfort navigating sensitive or challenging conversations
Demonstrated cross-functional collaboration and stakeholder management skills
Experience applying data to diagnose problems, recommend improvements, and drive process changes
Ability to manage multiple priorities and deliver results on tight timelines
Highly adaptable and comfortable operating in a fast-paced, evolving environment with emergent needs
Fast learner, with the ability to quickly adopt new software tools and data platforms
Proficiency with MacOS, Google Suite, Slack, and virtual meeting technology
Preferred
Paralegal, law firm, and/or previous process serving experience would be a huge plus
Previous experience with double-sided marketplace platforms strongly preferred
Experience building, documenting, and scaling processes
Experience working with a diverse and evolving set of stakeholders in a high-growth environment
Familiarity with business intelligence or analytic tools (e.g., Looker, Tableau, PowerBI, Omni, etc.) is a significant plus
Company
Proof
Proof is revolutionizing service of process.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$59.57MKey Investors
Long Ridge Equity Partners
2025-12-12Series Unknown· $20M
2024-01-26Series B· $30.4M
2022-12-15Undisclosed· $3.25M
Leadership Team
Mark Kreloff
Co-Founder & Board Member
Marty Wachocki
Chief Operating Officer
Recent News
2024-05-03
Company data provided by crunchbase