InfoTrack US

• Own the product strategy, roadmap, and user experience for the client-facing components of the InfoTrack Exchange marketplace, including InfoTrack, Green Filing, and Courtny. • Define, prioritize, and maintain product roadmaps for each product surface to ensure a cohesive, intuitive, and continuously improving customer experience. • Identify opportunities to improve order placement, tracking, and related user workflows by addressing customer pain points and optimizing the end-to-end experience. • Partner closely with Engineering and Design to prioritize, develop, and deliver product enhancements through an iterative development process. • Establish, monitor, and analyze key product growth metrics, including user adoption, engagement, order volume, feature utilization, and conversion performance. • Design, execute, and evaluate A/B tests and other product experiments to validate hypotheses, inform product decisions, and drive continuous improvement. • Analyze customer behavior and product performance data to identify high-impact opportunities that improve user acquisition, engagement, retention, and overall marketplace growth. • Develop and maintain product performance dashboards and reporting that provide leadership with actionable insights into product health and business outcomes. • Partner with Sales and Customer Success to communicate product enhancements, value propositions, and feature releases that support customer adoption and revenue growth. • Maintain a consistent cadence of product release communications and enablement materials to ensure customer-facing teams remain informed and prepared. • Collect, analyze, and synthesize customer feedback from law firms and internal stakeholders to inform product priorities and ensure customer insights are incorporated into the product development lifecycle.

Role Description The Principal Growth Product Manager is responsible for defining and executing the product strategy, roadmap, and user experience for the client-facing components of the InfoTrack Exchange marketplace, including the InfoTrack application, Green Filing, and Courtny. This role drives product growth through data-informed decision making, continuous experimentation, and cross-functional collaboration with Engineering, Design, Sales, and Operations to deliver high-impact product enhancements that improve customer adoption, engagement, and business performance. As a senior individual contributor, the Principal Growth Product Manager owns the strategic direction and ongoing evolution of assigned product surfaces, balancing customer needs, business objectives, and technical priorities. The role is accountable for: - Identifying growth opportunities - Prioritizing product investments - Measuring outcomes through key performance metrics - Ensuring new capabilities are effectively communicated and adopted across customer-facing teams This is a remote role that may be performed from an approved location within the United States. Qualifications - Bachelor's degree in Business, Computer Science, Engineering, Information Systems, Marketing, or a related field; or an equivalent combination of education and experience. - 6+ years of product management experience, including customer-facing digital products with a demonstrated focus on product growth, product-led growth (PLG), or user acquisition and engagement. - Experience delivering customer-facing product enhancements in an agile or iterative product development environment. - Experience developing and executing product roadmaps across multiple products, platforms, brands, or distribution channels. - Preferred: Experience within legal technology, litigation support, or another regulated industry. - Preferred: Experience in a growth-stage organization where product management processes and functions were evolving. Requirements - Strong understanding of product management principles, growth strategies, experimentation methodologies, and product lifecycle management. - Experience defining, monitoring, and interpreting product performance metrics, including user adoption, engagement, conversion, and feature utilization. - Knowledge of A/B testing methodologies, hypothesis development, experimentation frameworks, and data-driven decision making. - Ability to analyze customer behavior and product performance data to identify opportunities for product and business growth. - Strong written and verbal communication skills with the ability to translate complex product concepts into clear, customer-focused messaging for cross-functional stakeholders. - Ability to collaborate effectively with Engineering, Design, Sales, Customer Success, and other cross-functional teams. - Ability to manage multiple products, priorities, and initiatives in a fast-paced environment while exercising sound judgment and appropriate prioritization. - Familiarity with legal workflow applications, including practice management systems, electronic filing platforms, or process serving solutions, preferred. Benefits - 401(k) Match - Medical, Dental, & Vision Insurance - 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums - Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance - 20 Days of Paid Time Off (PTO) - 11 Paid Holidays - “Be Me Time” off for mental health, re-charging, volunteering - Matching Gift Program - Monthly Internet Stipend for Employees

• Act as the primary contact for upper-level support and de-escalate sensitive client situations • Proactively monitor and resolve problem jobs, prioritizing a high-quality client experience • Employ problem-solving skills to identify root causes, leveraging all available resources for efficient resolutions • Maintain accurate records within ServeManager, ensuring adherence to established policies • Partner with your manager to meet corporate and department goals • Stay updated on technological advancements to enhance service levels and efficiency • Assist in the onboarding of new team members

Role Description As a Client Escalations Specialist within One Legal, you will play a pivotal role in ensuring the seamless resolution of client issues, contributing to our commitment to operational excellence and continuous improvement. We are seeking a versatile team member who excels in active listening, problem-solving, and deploying de-escalation techniques to provide efficient resolutions for our clients. - Act as the primary contact for upper-level support and de-escalate sensitive client situations - Proactively monitor and resolve problem jobs, prioritizing a high-quality client experience - Employ problem-solving skills to identify root causes, leveraging all available resources for efficient resolutions - Maintain accurate records within ServeManager, ensuring adherence to established policies - Partner with your manager to meet corporate and department goals - Stay updated on technological advancements to enhance service levels and efficiency - Assist in the onboarding of new team members Qualifications - 3+ years in Customer Support, preferably in a Call Center; legal services industry familiarity is advantageous - Proficient in CRM tools and customer support software (e.g., Salesforce, Intercom) - Excellent written and verbal communication with strong interpersonal skills - Ability to thrive in a fast-paced environment, demonstrating self-motivation and initiative - Strong time management and organizational skills with a proactive approach - Effective collaboration with diverse personalities and skillsets across all organizational levels - Candidates must be available to work a schedule that falls between 8:00 a.m. and 6:00 p.m. Pacific Time Requirements - Compensation: The anticipated starting base pay range for this role is $24.00 per hour - $30.50 per hour - Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications and internal pay equity Benefits - 401(k) Match - Medical, Dental, & Vision Insurance - 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums - Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance - 20 Days of Paid Time Off (PTO) - 11 Paid Holidays - “Be Me Time” off for mental health, re-charging, volunteering - Matching Gift Program - Monthly Internet Stipend for Remote Employees

• The Legal Practice Specialist, Texas serves as a Texas litigation-practice subject-matter resource across sales, product, operations and customer support. • The role is designed for an experienced Texas litigation paralegal or legal assistant moving into legal technology, and sits at the intersection of sales, marketing, product, and operations, reporting to the Chief Operating Officer. • The incumbent trains and supports the sales team, serves as the voice of the Texas customer in product and workflow development, grounds new products (including AI-powered tools) in real-world practice, liaises with courts on procedural requirements, and provides practitioner and market insight to support leadership's growth planning in Texas.

Role Description The Legal Practice Specialist, Texas serves as a Texas litigation-practice subject-matter resource across sales, product, operations, and customer support. The role is designed for an experienced Texas litigation paralegal or legal assistant moving into legal technology, and sits at the intersection of sales, marketing, product, and operations, reporting to the Chief Operating Officer. - Trains and supports the sales team. - Serves as the voice of the Texas customer in product and workflow development. - Grounds new products (including AI-powered tools) in real-world practice. - Liaises with courts on procedural requirements. - Provides practitioner and market insight to support leadership's growth planning in Texas. This is not a fee-earning role and does not involve providing legal advice to customers or the public. Qualifications - Four (4) or more years of hands-on experience as a litigation paralegal or legal assistant in Texas civil litigation. - Plaintiff-side experience, such as personal injury or consumer law, strongly preferred. - Hands-on eFiling experience across multiple Texas counties through eFileTexas. - Direct experience coordinating service of process. - Hands-on experience tracking Texas dockets, deadlines, and case status across courts. - Deep working knowledge of Texas trial court structure and clerk practices. - Strong knowledge of Texas service of process rules and practice. - Demonstrated ability to teach and explain procedures clearly to a non-lawyer. - Comfort with legal software beyond routine use. - Ability to work effectively across functions and in ambiguous environments. - Active involvement in professional associations preferred. - Must reside in the United States. Requirements - Paralegal certification (for example, Texas Board of Legal Specialization or NALA Certified Paralegal) preferred. Benefits - Excellent health, dental, and vision plans. - 401k match. - 20 days of paid time off, plus more competitive benefits. - Work with a knowledgeable, high-achieving, experienced, and fun team. - Be part of a culture obsessive about learning, development, and career growth. Company Description InfoTrack is a platform that seamlessly connects law firms to the courts and to the services that they need to litigate successfully. We're global leaders in legal technology with unparalleled expertise in forging integrations that can drastically improve the efficiency of law firms and the legal system. As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership.

• Build and maintain reporting for InfoTrack Exchange’s supply-side marketplace, including county-level coverage, agency performance, service-level agreement compliance, and business intelligence dashboards. • Own and maintain the partner agency data model, replacing manual spreadsheets with an integrated view of agency status, volume, tier, coverage area, and pipeline stage. • Partner with Operations to standardize agency sourcing and qualification processes and create pipeline visibility that supports proactive recruitment in new markets. • Develop financial and operational models to guide geographic expansion decisions, including market sizing, coverage gap analysis, and agency capacity modeling for current and future markets. • Collaborate with Engineering and Business Intelligence teams to transform ad hoc Snowflake queries into reliable, governed reports and contribute to data model documentation and schema design. • Define, track, and report on key performance indicators and product initiative success metrics, presenting coverage and performance insights to leadership. • Conduct data quality audits, identify gaps between operational systems and reporting, and drive solutions that improve data accuracy, consistency, and integrity.

Role Description As a Marketplace Business Analyst, you will own the data and analytics foundation that supports InfoTrack Exchange’s supply-side marketplace. You will connect operational data from ServeManager and Snowflake with strategic decision-making related to geographic expansion, partner agency recruitment, coverage reporting, and goal tracking. Combining strong business analysis with hands-on analytics engineering, you will turn complex data into actionable insights and build reliable reporting solutions that make information accessible, accurate, and trusted across the organization. This is a remote role that may be performed from an approved location within the United States. What You'll Do: - Build and maintain reporting for InfoTrack Exchange’s supply-side marketplace, including county-level coverage, agency performance, service-level agreement compliance, and business intelligence dashboards. - Own and maintain the partner agency data model, replacing manual spreadsheets with an integrated view of agency status, volume, tier, coverage area, and pipeline stage. - Partner with Operations to standardize agency sourcing and qualification processes and create pipeline visibility that supports proactive recruitment in new markets. - Develop financial and operational models to guide geographic expansion decisions, including market sizing, coverage gap analysis, and agency capacity modeling for current and future markets. - Collaborate with Engineering and Business Intelligence teams to transform ad hoc Snowflake queries into reliable, governed reports and contribute to data model documentation and schema design. - Define, track, and report on key performance indicators and product initiative success metrics, presenting coverage and performance insights to leadership. - Conduct data quality audits, identify gaps between operational systems and reporting, and drive solutions that improve data accuracy, consistency, and integrity. Qualifications - Four or more years of experience in business analysis, product analytics, revenue operations, or strategy and operations, preferably within a marketplace, platform, or operations-intensive environment. - Strong SQL skills, including experience writing queries, working with joins and aggregations, and navigating unfamiliar database schemas. - Experience building and maintaining dashboards using Looker, Tableau, Microsoft Power BI, or a comparable business intelligence tool. - Strong business analysis skills, including defining key performance indicators, developing financial models, conducting market sizing, and preparing concise, actionable business recommendations. - Ability to work effectively in ambiguous environments by defining business questions, identifying relevant data, and developing analytical solutions. - Strong written communication skills, with the ability to clearly present insights and recommendations to technical and non-technical stakeholders. - Experience contributing to data model design and collaborating with Engineering to develop reliable reporting structures is preferred. - Experience with dbt, Snowflake, or similar modern data-stack tools is preferred. - Familiarity with marketplace dynamics, including supply-and-demand balancing, provider quality scoring, and coverage optimization, is preferred. - Experience in legal services, litigation support, or another regulated industry is preferred. Benefits - 401(k) Match - Medical, Dental, & Vision Insurance - 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums - Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance - 20 Days of Paid Time Off (PTO) - 11 Paid Holidays - “Be Me Time” off for mental health, re-charging, volunteering - Matching Gift Program - Monthly Internet Stipend for Employees

• Assist customers via phone, email, and chat by guiding them through product processes and resolving issues efficiently. • Provide feedback to improve support materials, tools, and processes. • De-escalate distressed customers and ensure timely, effective resolutions. • Deliver clear, professional communication with strong comprehension and problem-solving skills. • Work collaboratively with teammates and leadership, remaining open to coaching and feedback. • Advocate for customers by sharing insights to improve products and services. • Use available tools and resources to enhance customer experience and meet performance goals. • Stay accountable for personal growth, training, and continuous improvement. • Adhere to schedules, policies, and performance expectations, ensuring efficient call management and service delivery. • Engage in team meetings, contribute ideas, and support new team members as needed. • Foster a positive, solutions-oriented work environment by providing feedback and recognizing team achievements. • Align daily work with company values, engagement initiatives, and a culture of collaboration and celebration.

Role Description As a Customer Support Specialist for Green Filing, you’ll play a key role in assisting customers and addressing their inquiries—primarily through chat, as well as email and phone by leveraging all available resources. We’re looking for someone who is reliable, quick to learn, and able to multitask effectively. If you enjoy helping people and can remain graceful under pressure, this role is a great fit for you! You'll be part of a supportive team dedicated to educating, empowering, and advocating for our customers. Strong communication skills—both written and verbal—are essential, with an emphasis on active listening and problem-solving to ensure efficient and effective resolution of inquiries. We value individuals who are coachable, curious, and always looking for ways to grow—both personally and as part of a team. Empathy and a customer-first mindset are at the heart of what we do, and we’re looking for someone who can bring patience, attentiveness, and a passion for customer care to every interaction. This is a remote role based in Pacific or Mountain Time. Responsibilities - Customer Service: - Assist customers via phone, email, and chat by guiding them through product processes and resolving issues efficiently. - Provide feedback to improve support materials, tools, and processes. - De-escalate distressed customers and ensure timely, effective resolutions. - Communication & Collaboration: - Deliver clear, professional communication with strong comprehension and problem-solving skills. - Work collaboratively with teammates and leadership, remaining open to coaching and feedback. - Advocate for customers by sharing insights to improve products and services. - Results & Operational Excellence: - Use available tools and resources to enhance customer experience and meet performance goals. - Stay accountable for personal growth, training, and continuous improvement. - Adhere to schedules, policies, and performance expectations, ensuring efficient call management and service delivery. - Engage in team meetings, contribute ideas, and support new team members as needed. - Culture & Engagement: - Foster a positive, solutions-oriented work environment by providing feedback and recognizing team achievements. - Align daily work with company values, engagement initiatives, and a culture of collaboration and celebration. Qualifications - 2+ years in customer support - Legal services, or litigation support experience is preferred. - Proficiency with Microsoft Office and Google Suite and ability to quickly learn new software. - Strong written and verbal communication, interpersonal skills, and ability to collaborate across teams. - Critical thinker, self-motivated, and comfortable in a fast-paced, evolving environment. - Committed to delivering an exceptional customer experience through trust-building, empathy, and best practices. - Strong time management, ability to leverage technology for organization and automation. Compensation The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package - you may also be eligible for bonus, commissions, equity, and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications. - $18.08 - $32.13 Benefits - 401(k) Match - Medical, Dental, & Vision Insurance - 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums - Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance - 20 Days of Paid Time Off (PTO) - 11 Paid Holidays - “Be Me Time” off for mental health, re-charging, volunteering - Matching Gift Program - Monthly Internet Stipend for Remote Employees