Client Engagement Specialist – Team Lead

This is a fully remote position, open to applicants in Nicaragua.

📋 Description

• Oversee, inspire, and guide Client Engagement Specialists to meet conversion targets, uphold quality standards, and achieve client satisfaction goals.

• Offer real-time coaching, constructive feedback, and performance assistance to enhance team efficiency and uniformity.

• Conduct essential weekly one-on-one sessions with each team member to evaluate performance, provide coaching, explore development opportunities, and tackle operational challenges.

• Provide structured feedback utilizing the COIN Method to ensure communication is clear, actionable, and focused on growth.

• Meticulously document coaching sessions, performance discussions, feedback, corrective measures, and development plans within Workday in alignment with company standards and leadership expectations.

• Ensure intake specialists provide professional, empathetic, and client-focused service in all interactions.

• Monitor inbound eligibility screenings and outbound engagement efforts to guarantee accuracy, compliance, and effectiveness.

• Assist with escalated client issues and navigate complex interactions.

• Encourage consistent follow-up practices to reduce lead drop-off and enhance conversion opportunities.

• Ensure that all client interactions, notes, dispositions, and pipeline updates are accurately recorded in Litify and Salesforce.

• Collaborate with Sales and Intake leadership to enhance scripts, sales techniques, workflows, and engagement strategies.

• Track individual and team KPIs, including consultation bookings, conversion rates, quality scores, outbound activity, follow-up compliance, and response times.

• Identify performance trends, coaching opportunities, and operational gaps.

• Generate reports and insights that facilitate data-driven decision-making and continuous improvement initiatives.

• Support onboarding and ongoing training programs focused on client interviewing techniques, knowledge of immigration services, and CRM documentation standards.

⛳️ Requirements

• At least 2 years of experience in customer service, intake, sales, or client-facing roles.

• Previous experience in leadership, coaching, or supervisory roles is preferred.

• Strong knowledge of sales funnels, conversion strategies, and consultative interviewing techniques.

• Bilingual proficiency in English and Spanish (both spoken and written) is required.

• Exceptional verbal and written communication skills.

• Strong analytical, organizational, and problem-solving capabilities.

• High emotional intelligence, empathy, and a client-focused mindset.

• Ability to excel in fast-paced, metric-driven environments.

• Experience with CRM and case management platforms like Litify and Salesforce is preferred.

• Familiarity with legal services and immigration processes is strongly preferred.

🏝️ Benefits

• Paid Time Off

• Mental Health Days

• Wellbeing Support