Lead Paralegal, Immigration Law

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

📋 Description

• Lead and nurture our legal support teams, ensuring they receive the coaching, resources, and accountability necessary to provide outstanding client service and deliver high-quality legal work.

• Conduct weekly one-on-one meetings.

• Offer continuous coaching, feedback, and performance management.

• Identify training needs and facilitate skill development opportunities.

• Develop career advancement plans and promotion pathways for team members.

• Address HR matters, including attendance, conflicts, and performance improvement plans.

• Recognize and celebrate exemplary work and team achievements.

• Foster a positive and accountable team culture that aligns with firm values (Inspiration, Legacy, Innovation, Vested, Excellence).

• Conduct performance evaluations and recommend compensation adjustments.

• Ensure team members consistently adhere to established checklists and standard operating procedures.

• Monitor the quality of work and identify patterns of errors or training needs.

• Track key performance indicators (task completion rates, accuracy, timeliness, client satisfaction).

• Collaborate with Project Managers to ensure seamless case workflows and timely handoffs.

• Identify process inefficiencies and propose improvements to leadership.

• Work with Operations leadership on initiatives aimed at optimizing workflows.

• Enforce accountability for checklist compliance, coaching or counseling non-performers as needed.

• Manage escalated client calls when team members require managerial support or de-escalation.

• Handle frustrated or upset clients with empathy, professionalism, and a solutions-oriented approach.

• Uphold consistent, excellent communication standards with clients across your team.

• Exemplify outstanding customer service by delivering on promises.

• Provide real-time guidance to team members during challenging client interactions.

• Prevent attorney involvement in operational client issues by resolving them at the supervisory level.

⛳️ Requirements

• 3–5 years of experience managing teams of 5-15+ individuals in high-volume, deadline-oriented environments.

• Proven history of coaching, developing, and managing the performance of direct reports.

• Experience conducting regular one-on-ones, performance reviews, and difficult accountability discussions.

• Comfortable holding team members accountable to established standards, deadlines, and quality expectations.

• Demonstrated ability to transform underperforming team members into high achievers.

• Experience in process-driven, high-volume industries.

• Strong understanding of developing, enforcing, and refining checklists, SOPs, and quality standards.

• Ability to track metrics and utilize data to enhance team performance.

• Comfortable with systematic processes and holding individuals accountable for adherence.

• Exceptional communication and interpersonal abilities.

• High emotional intelligence and skill in conflict resolution.

• Comfortable navigating ambiguity and creating systems in a fast-growing environment.

• Mission-driven mindset focused on serving immigrant communities.

• Proficiency in technology (case management systems, Microsoft Office, collaboration tools).

• Strong problem-solving skills and the ability to make independent judgment calls.

• Must adhere to Arizona business hours (8 AM - 5 PM Arizona time, Monday-Friday).

• Available in real-time for team support, client escalations, and problem-solving.

• Bilingual (Spanish/English) preferred for client de-escalation and team support.

• Reliable high-speed internet connection and a professional home office setup.

• Comfortable working remotely and leading distributed teams via Zoom, Slack, and collaboration platforms.

• Experience in the legal industry (paralegal, legal assistant, or law firm operations background).

• Familiarity with immigration law is advantageous but not mandatory; training on immigration specifics will be provided.

• Experience managing bilingual or multicultural teams.

• Experience with legal case management systems.

• Background in scaling operations during periods of significant growth.

🏝️ Benefits

• Competitive salary and performance incentives.

• Opportunities for professional development and career advancement.

• Supportive and collaborative work environment.

• Flexible working arrangements.

• Comprehensive health and wellness benefits.