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 be one of the first people on Adalat AI’s customer support and success 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.

This is a founding seat on the support org. There is no mature ticketing pipeline for you to step into; you will help design it which addressing it. There are no SOPs for user escalations; you will write them.

We have a preference (not a requirement) for candidates with a law background — an LLB, BA LLB, LLM, or equivalent — who have gravitated towards technology. Courts are our users, legal workflows are our domain, and people who natively understand both sides of that equation have a significant advantage. That said, we will happily hire someone without a law degree who demonstrates unusual clarity of thinking, a genuine feel for users, and the operational chops to build a support function from scratch

Key Responsibilities

Own the customer support ticketing system end-to-end — triage incoming issues, categorise them, assign to the right team, and track through to resolution
Act as the first line of debugging for user-reported issues — reproduce the problem, gather logs and context, and write clear, actionable bug reports for engineering
Serve as the translator between the partnerships team (who manage court deployments) and the engineering team (who build the product) — turn field feedback into structured technical requirements
Monitor support metrics (response times, resolution rates, recurring issue clusters) and surface patterns to product and engineering leads
Support the partnerships team during new court deployments — user onboarding, training coordination, go-live troubleshooting
Run user feedback sessions and synthesise qualitative signal into structured reports for the product team
Build and maintain the user-facing and internal knowledge base — FAQs, troubleshooting guides, how-to documentation
Identify gaps in operational processes and propose fixes — we expect you to improve the system continuously, not just maintain it

Qualifications

1–3 years of experience in legal operations, legal-tech, customer support, customer success, or a similar role — or a fresh law graduate with relevant internship experience in tech / operations
A law degree (LLB, BA LLB, LLM) is preferred but not required. We value legal domain understanding, but we equally value strong operators from any background who bring genuine feel for users
Familiarity with ticketing / support systems (Freshdesk, Zendesk, Intercom, Jira, Linear, or similar) — or a demonstrated ability to pick up such tools quickly
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, dashboards are part of your daily toolkit
Genuine interest in AI and legal-tech — you follow what is happening at the intersection of law and technology
Ability to move across audiences — an engineering standup in the morning, a call with a district court registrar in the afternoon
Strong organisational instincts and a bias for closing loops — nothing stays unresolved on your watch

What You Will Achieve in a Year

You will have built and own Adalat AI’s customer support operation — a structured, measurable, and reliable system that users and internal teams trust
You will be the go-to person for translating ground-level court feedback into product improvements, with a measurable track record of bugs caught and fixes shipped
You will have developed deep domain expertise in how Indian courts use technology, making you one of the most informed legal-tech operations professionals in the country
You will have written the SOPs, playbooks, and documentation that let the support function scale as Adalat expands to more states and countries
You will have earned a seat at the table in product and engineering discussions because the quality and clarity of what you bring from the field makes those conversations better