Teams at Horatio

Provides legal and administrative support by preparing contracts, corporate documents, and government requests; organizing files; conducting procedures and investigations with public and private institutions and courts; and monitoring transactions through completion. Requires strong communication, organization, confidentiality, multitasking, Microsoft Office proficiency, and paralegal education or an associate degree. The role is part-time with potential for full-time employment.

Evaluates customer support calls and tickets for accuracy, completeness, empathy, policy adherence, and overall quality. Provides actionable feedback to agents and team leads, identifies trends and process improvement opportunities, escalates fatal errors and red flags, and communicates findings to Operations and clients. The role also supports QA policy guidance, audit reporting, strategic recommendations, and action planning.

Manage a portfolio of SMB clients, serving as their primary contact throughout onboarding and the first 90 days. Monitor account health, KPIs, feedback, risks, retention, and growth opportunities. Coordinate with project managers and internal teams to deliver milestones, resolve blockers, support adoption of CRM and CX tools, and ensure successful handoffs to long-term ownership.