Operations Subject Matter Expert (SME) (LATAM)

Job description

About Us Ovation Law Firm is a fast-growing, consumer-focused law firm committed to delivering exceptional legal services while fostering a high-performance, accountable, and supportive workplace. As we continue to scale, we are building strong client-focused systems to ensure consistency, compliance, and an outstanding experience from the very first interaction. We work closely with partner legal teams to connect injured individuals with the legal support they need, and our intake team plays a critical role in setting the tone for every client relationship. About the Role We are seeking an experienced, dependable, and team-oriented Operations Subject Matter Expert (SME) to provide real-time support to Intake Specialists while continuing to perform regular call-handling responsibilities. In this role, your goal is to serve as a knowledgeable resource for frontline team members by answering routine process questions, assisting with dispositions, supporting new hires, and reinforcing established operational procedures. You will help Intake Specialists navigate day-to-day questions with confidence and consistency while recognizing when an issue should be escalated to the appropriate leader or support team. This position does not include responsibility for coaching, managing employee performance, or disciplinary authority. This is a fast-paced position well-suited for experienced Intake Specialists or frontline professionals who have a strong understanding of operational processes, communicate clearly, and enjoy helping their peers succeed. The ideal candidate is approachable, reliable, and comfortable balancing real-time support responsibilities with their own call-handling workload. Strong English communication skills, sound judgment, and a thorough understanding of established processes are essential for success in this role. Key Responsibilities Provide real-time help with intake, disposition, process, and SOP questions while remaining active in the call queue. Assist with routine caller or agent escalations and elevate higher-level matters to a Supervisor or Manager. Support new hires on the production floor by answering questions and reinforcing established processes. Identify confusing, outdated, or missing SOP content and communicate gaps to leadership. Reinforce newly implemented processes and help agents understand operational changes. Identify recurring frontline issues and provide process-improvement feedback to leadership. Provide designated weekend or after-hours support when Supervisors are not scheduled. Qualifications Consistent strong performance as an Intake Specialist or in a comparable frontline contact center role. Strong working knowledge of intake procedures, dispositions, scripts, SOPs, and escalation protocols. Consistent achievement of established quality and performance expectations. Strong English communication, judgment, and real-time problem-solving skills. Ability to provide knowledgeable, professional support to peers without supervisory authority, while following established processes and escalation guidelines. Ability to balance SME duties with normal production and call-handling responsibilities. Nice-To-Have / Preferred Qualifications Experience mentoring, assisting, or informally coaching peers. Experience supporting new-hire nesting or production-floor support. Strong Salesforce and contact center system proficiency. Demonstrated interest and potential for future supervisory leadership. Requirements Ability to work independently from a home office with stable, high-speed internet and a quiet, professional workspace. Must have a laptop or desktop computer with a minimum of 16GB RAM and an Intel Core i5 processor or higher. Must have a stable internet connection with a minimum speed of 25 Mbps. Available to work U.S. business hours. Willingness to use time-tracking software. What We Offer Performance based incentives. 100% remote work environment. 10 paid time-off (PTO) days per year. Opportunity to work closely with leadership and legal professionals in a growing, modern law firm. This position is only open to candidates located in LATAM. Resumes must be submitted in English. Applications that do not meet these criteria will not be considered.