Legal Intake Manager

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

📋 Description

• Create, document, and execute intake workflows for law firm clients, encompassing inbound call management, lead qualification, and transfer to the client's legal team.

• Directly manage overflow inbound calls during the pilot phase, conducting intake discussions with potential clients on behalf of law firms.

• Develop tailored intake scripts, qualification criteria, and escalation protocols specific to each client's practice area and intake standards.

• Establish quality assurance processes to guarantee that intake conversations align with client expectations and legal industry standards.

• Collaborate with our AI Enablement Specialist to pinpoint opportunities where voice agents and automation can enhance or extend the intake function.

• Monitor and report on intake performance metrics, including call volume, qualification rates, conversion rates, and the quality of handoffs.

• Identify weaknesses in the intake process and proactively suggest enhancements to both the workflow and technology stack.

• Act as the internal expert on legal intake best practices across various fields such as personal injury, criminal defense, family law, and more.

⛳️ Requirements

• Between 3 to 5 years of experience in legal intake, case management, paralegal duties, legal operations, or call center management within a legal setting.

• Extensive knowledge of the intake process at a law firm, including the qualification, prioritization, and transfer of leads to attorneys.

• Proficient in managing live inbound calls and conducting intake conversations with individuals who may be experiencing distress or urgent situations.

• Excellent process documentation abilities, capable of transforming a disorganized workflow into a streamlined, repeatable system.

• Experience handling multiple practice areas or client accounts concurrently.

• Ability to work independently in a remote setting with minimal supervision.

• Strong written and verbal communication skills with a keen eye for detail.

• Bonus skills (preferred):

• Familiarity with legal CRM or intake platforms such as Clio, Litify, Filevine, or Lead Docket.

• Experience with call tracking or call center software like CallRail, Five9, or similar platforms.

• Exposure to AI voice agents or automation tools in a legal or call center environment.

• Experience in building or scaling an intake function from the ground up.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Company-sponsored 401(k) with matching contributions.

• Flexible work schedule, allowing you to work when and where you are most productive, provided that deliverables are met.

• Up to $500 reimbursement for pet adoption fees or vaccinations.

• Technology stipend for equipment setup.

• Opportunities for professional development.