User Compliance & Quality Specialist (Detroit, MI)

Location: Detroit, MI - full time, onsite position

We're Proof, a high growth company in the legal tech industry founded in 2017. We've built a best-in-class legal services platform used by thousands of law firms with a sustained average growth rate of over 10%. Our marketplace platform helps law firms and pro se parties access more efficient, transparent, and accessible legal services that are not traditionally available to everyone. Our primary services are Service of Process and E-Filing. We currently support over 3,000 law firms throughout the US and countless pro se parties.

The User Compliance & Quality Specialist position safeguards platform integrity across the first-mile user journey and beyond. This role maintains Proof’s self-service resources while focusing on identifying irregular behaviors, investigating user account activity, and improving detection signals and workflows, particularly for new users. By combining data-driven reviews with empathetic, clear communication, the role helps users activate quickly and successfully while keeping Proof’s platform compliant and trustworthy. You have the opportunity to impact the experience of thousands of Process Servers across the U.S. by improving their activation and engagement experience.

• Proactively surface irregular behaviors using data signals, user and cohort reports, and intuition.
• Perform structured case triage and preliminary analysis; compile evidence, document findings, and support appropriate enforcement actions.
• Conduct user account reviews related to service delivery, documentation discrepancies, and inactive/at-risk users to ensure platform compliance.

• Facilitate the New User Experience program to ensure smooth, compliant activations and success for our network of independent contractor users.
• Support the creation and maintenance of self-serve resources (help center articles, tutorial videos, etc.) that clarify requirements, best practices, and suggested workflows.
• Provide user support on activation/enablement issues via phone calls, email, and text; triage patterns into content updates, product feedback, or risk reviews as appropriate.
• Contribute to user engagement efforts, such as gathering feedback, sharing insights about user sentiment, flagging issues experienced by new users, and helping execute retention-focused initiatives.

• Analyze new-user cohort health and risk indicators; present findings and recommended actions on a recurring cadence.
• Collaborate cross-functionally, serving as a connector between Marketplace Supply and other internal teams.

• 2-3 years of experience in operations, risk and compliance, 1099/independent contractor management, or customer success, ideally within a two-sided marketplace or technology platform environment. 
• Proven ability to conduct structured account reviews, including pattern-spotting, triage, evidence gathering, clear case notes, and sound enforcement judgment.
• Strong organizational and administrative skills, with experience in onboarding, documentation, or credentialing workflows.
• Comfortable with data and business intelligence tools (e.g., Omni/Tableau, basic spreadsheets; SQL proficiency is a plus).
• Comfort and ability to learn and work within multiple new tools and software quickly, and to use new and nascent technology.
• Excellent communication skills, with a focus on creating contractor-facing content.
• A collaborative mindset, with experience working cross-functionally with other teams on enablement, recruitment, or support projects.  
• A detail-oriented, proactive approach with a passion for optimizing user experiences and reducing operational friction.

• Full-time, salary position
• Medical, dental, vision, disability, and 401k available
• Flexible Time off and paid holidays
• Necessary equipment provided
• Onsite position located in Detroit, MI

E-Verify

This company participates in E-Verify, for more information view the Participation and Right to Work Posters.