Intake Success Coach

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

📋 Description

• Establish and nurture trustworthy relationships with law firm owners, operational leaders, intake managers, and intake specialists within the designated client portfolio.

• Facilitate leadership meetings, conduct performance evaluations, and manage escalation discussions with well-supported, evidence-based recommendations.

• Organize and lead structured coaching sessions utilizing call evaluations, role-playing, teach-back techniques, and follow-up assessments.

• Mentor intake professionals on skills such as active listening, call management, rapport building, objection handling, closing calls effectively, and case resolution.

• Perform call assessments, quality assurance reviews, Lead Docket evaluations, and conversion trend analyses to uncover underlying issues.

• Convert quality metrics and performance data into prioritized coaching initiatives with defined responsibilities, schedules, and measurable results.

• Identify underperforming or at-risk firms and collaborate with the Manager to create focused intervention strategies.

• Accurately record coaching insights, commitments, and follow-up measures.

• Develop or enhance facilitation guides, standard operating procedures (SOPs), and educational resources for clients.

• Engage in calibration sessions and work in partnership with Quality Control, Implementation, Client Success, and Operations teams.

⛳️ Requirements

• A Bachelor’s degree or a suitable combination of relevant education and professional experience.

• Proven experience in legal intake, ideally within personal injury or closely allied law firm operations.

• Background in coaching, training, auditing, supervising, or developing intake or client-facing professionals.

• In-depth understanding of the legal intake process.

• Experience in analyzing performance metrics to identify issues and influence behavioral changes.

• Exceptional skills in facilitation, written and verbal communication, active listening, and presentations.

• Capability to work autonomously, manage multiple client relationships, and adhere to deadlines in a fully remote setting.

• Familiarity with CRM systems, quality assurance processes, project management tools, and video conferencing platforms.

• A genuine passion for coaching, client consulting, and performance enhancement; client-facing responsibilities are a constant aspect of the role.

• Bonus: Experience in personal injury or plaintiff law intake and proficiency in Lead Docket or similar legal intake CRM.

• Bonus: Experience in conducting performance discussions with law firm owners, operational leaders, or managers.

• Bonus: Background in consultative sales, business development, client success, quality assurance, or conversion optimization.

• Bonus: Experience in performing call calibration, creating SOPs or facilitation guides, and evaluating training effectiveness.

• Bonus: Knowledge of adult learning principles, behavior change coaching, and best practices for remote facilitation.

🏝️ Benefits

• Remote-first work environment.

• Eligibility for paid time off and sick leave starting at 90 days.

• 12 paid holidays per year.

• Company-supported professional development, including courses, certifications, and training opportunities.

• Virtual team events and workshops.

• A high-trust environment where contributions are recognized and growth is encouraged.

• Monthly and quarterly performance bonuses.

• A documented, competency-based career advancement path along with promotion opportunities.