Operations Subject Matter Expert (SME) (LATAM)

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 processe