Operations Associate

About the Company

Adalat AI is building an end-to-end justice tech stack that automates manual and clerical pain points in courtrooms, giving judges back time to focus on what matters most: decision-making and delivering justice. Our solutions - from AI-powered transcription in Indian languages to case-flow management and document navigation - are now deployed across 9 states, covering nearly 20% of India’s judiciary. Backed by leading technology companies and funders, and incubated at MIT and Oxford, Adalat AI is working to eliminate judicial delays and expand access to timely justice. Founded by a team with backgrounds in law, technology, and economics from Harvard, Oxford, MIT, and IIIT Hyderabad, we are scaling rapidly across India and the Global South.

Role Overview

We are hiring an Operations Associate to run the day-to-day of our customer support function. You will be the connective tissue between the partnerships team, the engineering team, and the people actually using our products — judges, court staff, registrars, and lawyers across India.

You will handle incoming user queries across the different tools we use for support, make sure nothing falls through the cracks, and keep every issue moving until it is resolved. This is a role for someone who is diligent, communicates clearly, and takes pride in running a tight, reliable support operation.

Key Responsibilities

Manage the customer support ticketing system day-to-day — triage incoming issues across our support tools, categorise them, assign to the right team, and track through to resolution.
Handle user queries across our different support channels and tools, keeping responses timely, accurate, and consistent.
Act as the first line of response for user-reported issues — reproduce the problem, gather logs and context, and write clear, actionable bug reports for engineering.
Serve as the link between the partnerships team (who manage court deployments) and the engineering team (who build the product) — pass field feedback along in a clear, structured way engineering can act on.
Track support metrics (response times, resolution rates, recurring issues) and flag patterns to the product and engineering teams.
Support the partnerships team during new court deployments — user onboarding, training coordination, and go-live troubleshooting.
Keep the knowledge base current — FAQs, troubleshooting guides, and how-to documentation for users and internal teams.

About You

You care about how things work and how real users experience them. You file good bug reports, you notice when interface copy is confusing, and you find quiet satisfaction in closing loops and making complicated processes run smoothly.

You are organised to a fault. You do not forget things. When you say you will follow up, you follow up. You can hold ten open threads in your head and know exactly which one needs attention next.

You have empathy for non-technical users. You know a judge is not going to read a stack trace, and you know how to translate between them and the engineers. You can talk to a district court coordinator in the morning and sit in an engineering standup in the afternoon without skipping a beat.

You are comfortable living across a handful of different tools at once — ticketing systems, spreadsheets, chat — and you keep them all tidy and up to date.

Qualifications

1–3 years of experience in customer support, customer success, operations, or a similar role.
Familiarity with ticketing / support systems (Freshdesk, Zendesk, Intercom, Jira, Linear, or similar) — or a demonstrated ability to pick up such tools quickly.
Comfort working across multiple tools at once, with the diligence to keep everything organised and current.
Functional understanding of how software products work at a user level — you can describe a bug clearly, reproduce it, and distinguish between "what the user expected" and "what actually happened".
Strong written communication — crisp bug reports, clear user-facing responses, tight internal summaries.
Comfort with data and structured processes — spreadsheets, trackers, and dashboards are part of your daily toolkit.
Good to have a background in law through education or experience working with the judicial system.
Strong organisational instincts and a bias for closing loops — nothing stays unresolved on your watch.

What You Will Achieve in a Year

Built a trusted support operation where user and internal issues are triaged quickly, tracked reliably, and resolved without loose ends.
Become the go-to person for translating ground-level court feedback into clear, actionable insights for the Product and Engineering teams.
Develop a strong understanding of how courts across India use our technology, enabling you to proactively identify recurring issues, patterns, and opportunities for improvement.