Client Operations Analyst

About Axiom:

Axiom is where legal teams go to find the right talent for everything from routine in-house tasks to complex outside counsel work. Too many legal departments are stuck having to choose between paying the high fees of their law firm, hiring full-time employees they don’t need, or turning to a low-cost agency that can’t meet their quality standards. At the same time, top lawyers want to work on challenging legal matters, but they want more control over how, when, and where they practice. Both are forced compromises that no one should have to make. Axiom shares and meets the higher standards of its clients and lawyers, with our “work smarter, adapt faster, go further” approach – connecting growing mid-market and Fortune 500 companies with the world’s deepest bench of experienced, specialized legal talent.

About the team: 

The Business Operations team is the operational backbone of Axiom’s business, responsible for delivering consistent, scalable operating standards across all client engagements —from initial onboarding through the full engagement lifecycle. 

The team plays a critical role in enabling Axiom’s success by ensuring operational excellence, and delivering on scalable processes and activities directly impacting revenue generation. The team supports internal stakeholders, legal talent, and clients globally, acting as a central hub for operational execution. 

Responsibilities:

Customer Service:  

• Act as a first point of contact for inbound operational queries from Clients and Axiom Legal Talent, providing timely and professional responses, in line with standard guidance, policies, and established processes 

• Manage and triage incoming requests, ensuring queries are resolved efficiently or routed to the appropriate team 

• Deliver a consistent, high-quality service experience across all interactions 

Engagement Set-up:  

• Ensure engagements are compliant and set-up for success from Day 1 

• Ensure all required contracts, documentation, and information are accurately collected, validated, and recorded in internal systems 

• Flag discrepancies or missing information and coordinate with relevant teams to resolve issues 

• Ensure all requirements are in place to enable timely and accurate billing, including liaising with Sales and Clients to confirm billing details and vendor setup  

• Partner with key stakeholders to implement mid-engagement change requests successfully and in line with process 

Onboarding: 

• Manage client-specific onboarding requirements to enable Axiom Talent to start engagements on time  

• Liaise with Sales, Talent Operations, and other internal teams to coordinate onboarding activities  

• Manage onboarding processes involving third-party procurement providers  

• Ensure all onboarding requirements are completed accurately and in compliance with internal standards  

• Coordinate with Solutions, IT, and other functions to ensure Day 1 readiness  

• Manage requests for Axiom-issued equipment (e.g. laptops), including provisioning and return at the end of engagements 

Vendor Management and Client Audits: 

• Support completion of third-party risk management (TPRM) questionnaires and ongoing reassessments, coordinating with Legal, Compliance, Finance, and other stakeholders as required  

• Assist with client audit requests, ensuring timely, accurate, and well-documented responses 

Requirements:  

• 1-3+ years of experience in a similar role (e.g. business operations, operational support, administration, customer service, client onboarding, account management) ideally within a professional services firm or service delivery center 

• Strong organisational and time management skills  

• Excellent attention to detail and high level of accuracy  

• Ability to manage multiple tasks and prioritise effectively  

• Strong communication skills, particularly in responding to queries clearly and efficiently  

• Experience with the full Microsoft Office suite  

• Legally eligible to work in the country in which the position is located 

• Minimum 2 days/week in-office  

Axiom’s total rewards philosophy is to be transparent and equitable with all job candidates.The annual base salary range for this role is $52,000-$57,000, and you will be eligible to participate in our cash bonus plan which on target would be 10% of your base salary for an Analyst role on the Business Operations team. You can also participate in our benefits programs that include healthcare, life and disability coverage, 401K with company match, paid sick and personal time off, paid parental leave and more.  Please note that the final compensation is determined by several considerations, including the quality of your experience and expertise, your ability to immediately contribute to Axiom, your potential to move up to the next level, the market you are located in, and other business considerations.

To preserve interview integrity, candidates may use AI tools to prepare for interviews, but may not use AI tools, live transcription, answer-generation tools, or third-party assistance to generate responses during live interview conversations unless Axiom has expressly permitted tool use for a specific exercise or approved an accommodation in advance. For some technical exercises, the interviewer may expressly allow reference materials or AI tools; otherwise, assume they are not permitted.

Accommodation for Individuals with Disabilities: Upon request and consistent with applicable laws, Axiom will attempt to provide reasonable accommodations for individuals with disabilities who require an accommodation to participate in the application process. To request an accommodation to complete the application form, please contact us at [email protected] and include “Applicant Accommodation” in the subject line.