Intake Training Manager – LATAM

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

📋 Description

• Take ownership of the comprehensive training and coaching strategy for the Lemon Law and Personal Injury Intake teams, collaborating with leadership to ensure training outcomes align with business objectives.

• Develop, implement, and continuously enhance onboarding programs for new hires, encompassing case type fundamentals, mastery of scripts, objection handling, Salesforce and Hubspot workflows, and expectations for call flow.

• Facilitate ongoing training sessions, team huddles, and skill-building workshops to reinforce best practices, introduce new scripts or processes, and address emerging performance trends within both intake teams.

• Observe live calls and analyze recorded calls to pinpoint coaching opportunities, assess training effectiveness, and reinforce best practices.

• Collaborate closely with the Quality Assurance department, utilizing QA scores, trends, and insights to prioritize training, tailor individual coaching plans, and address identified skill gaps.

• Provide personalized 1-on-1 coaching sessions focusing on tone, empathy, consultative selling, assumptive closing techniques, and accuracy in case qualification.

• Create and sustain training materials, call scripts, objection-handling guides, knowledge base articles, and role-play scenarios in both English and Spanish.

• Work in partnership with intake leadership to identify skill gaps, develop improvement plans, and monitor coaching outcomes against team KPIs such as conversion rates, retainer rates, and overall call quality.

• Assist with Performance Improvement Plans (PIPs) as necessary, collaborating with managers and the QA team to help underperforming agents meet expectations.

• Establish the foundation for a growing training function — including documentation, SOPs, and team structure — in preparation for hiring and managing additional trainers and coaches as the firm expands.

• Keep updated on lemon law and personal injury intake processes, as well as best practices in Salesforce and Hubspot, alongside consumer-focused sales techniques, to ensure training content remains accurate, relevant, and effective.

⛳️ Requirements

• Strong English communication skills (C1 level), both in verbal and written forms.

• Fully bilingual, with fluency in both English and Spanish.

• A minimum of 5 years of experience in sales training, call center coaching, or team development within a high-volume call center, legal intake, or customer acquisition environment.

• Previous experience in managing, mentoring, or leading trainers, coaches, or team leads — whether in a formal capacity or as a lead/senior member.

• Proven success in enhancing agent performance, conversion rates, or customer experience metrics through structured coaching and training initiatives.

• Experience collaborating with QA teams and utilizing call review data to inform coaching and training efforts.

• Outstanding facilitation and presentation skills, with the ability to engage remote learners and adapt teaching styles to accommodate different learning preferences.

• Strong instructional design capabilities, including the ability to convey complex information into clear, engaging training content.

• Tech-savvy with the ability to type 45+ WPM while managing multiple software platforms concurrently.

• Capacity to work independently from a home office, equipped with stable, high-speed internet and a quiet, professional workspace.

• Must possess a laptop or desktop computer featuring at least 16GB RAM and an Intel Core i5 processor or higher.

• A stable wired internet connection with a minimum speed of 50 Mbps is required.

• A Jabra Evolve 20 headset or an equivalent device is mandatory.

• Must be available to work during U.S. business hours, Monday through Friday, from 9:00 AM to 6:00 PM Mountain Time.

• Willingness to utilize time-tracking software.

🏝️ Benefits

• Performance-based incentives linked to team results.

• 100% remote work environment.

• Six paid time-off (PTO) days per year.

• Clear opportunities for building and leading a team as the firm grows.

• Chance to work closely with leadership and legal professionals in a modern, expanding law firm, shaping the performance culture of mission-driven intake teams.