Legal Operations Specialist

Location: Menlo Park, CA (On-site)

Department: Client Support

Reports To: Senior Manager, Client Success

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About Glade AI

At Glade AI, we believe legal professionals deserve technology that makes their work easier, not harder. Our AI-driven platform simplifies bankruptcy workflows, reduces manual effort, and removes confusion, so firms can focus on delivering greater impact to the clients who count on them.

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The Opportunity

If you've spent years navigating the complexities of bankruptcy law—preparing petitions, managing case deadlines, coordinating with trustees, and keeping clients informed—you already have the skills that matter most for this role. As a Legal Operations Specialist, you'll use your deep understanding of bankruptcy practice to help law firms transform how they work with Glade AI.

This isn't a traditional paralegal role. It's an opportunity to step into a new career path where your legal expertise becomes your greatest asset. You'll guide bankruptcy firms through implementing our platform, help them build smarter workflows, and serve as the bridge between their real-world practice needs and our technology.

You'll also be joining our established overseas support team while helping us build out and invest in a new Bay Area–based support team. This is a unique opportunity to play a critical role in strengthening our support function and driving the continued growth of our business.

No prior tech industry experience required—we'll teach you the technology. What we can't teach is years of hands-on experience in bankruptcy practice. That's what you bring.

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AI-Driven Innovation & Smart Scaling

Our Legal Operations Specialists don't just provide support. They leverage AI to work smarter, not harder. In this role, you'll be expected to:

Harness AI for Efficiency: Use AI to reduce manual tasks, surface insights, and streamline workflows—freeing up time for more strategic work.

Innovate Internally: Partner with Product, Engineering, and CX to identify new opportunities where AI can optimize internal processes, scale, and set new industry benchmarks.

Empower Teams with AI Knowledge: Train and mentor client team members on AI-driven best practices so they can confidently adopt, adapt, and amplify the impact across their organization.

By blending technology with human insight, you'll champion a smarter, more scalable way of working for both Glade and our clients.

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What You'll DoClient Experience & Communication

• Be the trusted go-to expert for bankruptcy law firms, handling inquiries and escalations with the confidence that comes from understanding their world.
• Provide timely, thoughtful support via email and chat, drawing on your firsthand knowledge of bankruptcy practice to connect with clients and showcase the value of Glade AI.
• Troubleshoot complex issues by asking the right questions—because you know how a bankruptcy case actually moves through a firm.
• Anticipate client needs by recognizing recurring pain points from your own experience and proactively addressing them before they become roadblocks.
• Share tips, insights, and resources that help firms discover new ways to streamline their bankruptcy practice with the platform.

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Workflow Building & Optimization

• Work side-by-side with the Client Success team and law firms to design, test, and optimize workflows that make bankruptcy processes smarter, faster, and simpler.
• Translate the realities of bankruptcy practice—from means test calculations to creditor matrix management—into intuitive, repeatable processes using the Glade AI platform.
• Gather feedback from clients and internal teams to continuously refine workflows and surface opportunities for new product enhancements.
• Document workflow best practices and provide clear instructions so firms can confidently manage and adapt their processes over time.

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Guidance & Coaching

• Act as a mentor and coach to other support team members, sharing your legal knowledge and best practices to help the team grow and succeed.
• Lead by example in client interactions, setting the bar for professionalism, problem-solving, and client care.
• Serve as the escalation point for complex or urgent client issues, ensuring quick, high-quality resolutions.
• Partner with Support, Product, and Engineering leadership to improve processes, streamline ticket workflows, and drive continuous improvement across the team.
• Celebrate team wins, foster collaboration, and help create a culture of curiosity, empathy, and excellence.

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What We're Looking For

We're seeking someone who is not only skilled but also passionate about empowering legal professionals and driving adoption of innovative technology.

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The ideal candidate will bring:

Experience & Background

• 3+ years working in a bankruptcy law firm as a paralegal, legal assistant, case manager, or similar role. You've prepared Chapter 7 and Chapter 13 petitions, worked with PACER and ECF, managed deadlines, and understand the bankruptcy process from intake to discharge.
• Hands-on experience with bankruptcy software and legal technology. Whether it's Best Case, NextChapter, Lawmatics, or practice management systems, you're comfortable learning and navigating software tools.
• Client communication experience. You've fielded calls from anxious clients, explained complex legal processes in plain English, and know how to balance empathy with efficiency.
• Process-oriented mindset. You've developed checklists, intake procedures, or case management workflows—you understand how to create repeatable systems that reduce errors and save time.
• Collaboration across roles. You've worked closely with attorneys, staff, and clients to move cases forward, and you understand how different pieces of a firm fit together.
• Experience supporting or training colleagues on software, procedures, or best practices is a plus.

Skills & Competencies

• Clear and confident communicator: You can write concise, professional emails, provide empathetic support, and explain both legal and technical concepts to varied audiences.
• Strong problem-solving mindset: You're skilled at diagnosing issues, asking the right questions, and guiding clients to effective, actionable solutions.
• Technical aptitude: Comfortable learning new software platforms quickly and explaining them in simple terms. You don't need to be a technologist—you need to be curious and willing to learn.
• Workflow design & process thinking: Adept at mapping complex processes, identifying inefficiencies, and translating practice needs into streamlined, scalable workflows.
• Collaboration and teamwork: Skilled at building strong partnerships with cross-functional teams to ensure clients receive holistic solutions.
• Adaptability & resilience: Able to stay calm under pressure, pivot when priorities shift, and maintain focus in a fast-paced environment—skills you've honed managing demanding caseloads and court deadlines.
• Detail orientation with a client-first lens: You catch small issues before they become big problems and always keep the client's goals at the center of your work.
• Strong organizational skills: Comfortable managing multiple priorities, tracking client interactions, and ensuring nothing falls through the cracks.

Mindset & Values

• You take pride in putting clients at the center of everything you do. You listen actively, empathize with their challenges, and work tirelessly to ensure they feel supported and successful.
• You're motivated by helping others grow—whether that's enabling firms to get the most out of Glade AI or mentoring colleagues on the support team.
• Trust builder – You know that long-term relationships are built on honesty, reliability, and transparency, and you prioritize building genuine trust with both clients and teammates.
• You're excited about the intersection of law and AI and are eager to expand your knowledge, experiment with new tools, and stay ahead of industry trends.
• Growth mindset. You view challenges as opportunities, seek feedback with humility, and adapt quickly in a fast-paced startup environment.
• Collaborative spirit. You thrive in team settings, enjoy sharing knowledge, and believe that cross-functional collaboration produces the strongest outcomes.
• You're proactive, take initiative, and see projects through from idea to execution, always with an eye toward impact and improvement.

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Why This Role is Different

You've built a career helping people through one of the most stressful financial experiences of their lives. You know bankruptcy law inside and out. But maybe you're looking for something new—a chance to have broader impact, to shape how an entire industry works, or to build a career in legal technology.

This role lets you leverage everything you've learned while growing in new directions. You'll become fluent in AI and technology. You'll influence how our product evolves. And you'll help hundreds of firms—not just one—serve their clients better.

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What We Offer

Joining Glade AI means becoming part of a team that's shaping the future of legal technology. We believe in investing in our people just as much as we invest in our products.

Here's what you can expect:

• Competitive compensation – A salary package designed to reward your skills and impact.
• Comprehensive health coverage – Medical, dental, and vision benefits to keep you and your family supported.
• Exposure to cutting-edge AI – Hands-on experience with advanced AI technologies, giving you a front-row seat to the innovations transforming the legal industry.
• Professional growth – Ongoing training, mentorship, and opportunities to expand your skills in both client success and emerging technologies.
• Ownership & impact – A chance to shape a growing startup, influence our product roadmap, and make a meaningful difference for law firms nationwide.
• Career transition support – We'll invest in helping you build skills in technology, client success, and operations—opening doors to new career paths.