Legal Intake Manager – Law Firm Experience Required

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

📋 Description

• Lead, mentor, and provide support to a remote team of legal intake specialists.

• Assist with the processes of hiring, onboarding, training, scheduling, and performance management.

• Supervise the screening and qualification of potential clients across various legal practice areas.

• Quickly identify and escalate inquiries that are time-sensitive and of high priority.

• Monitor incoming leads from phone calls, web forms, chat, and other channels to ensure prompt and consistent follow-up.

• Track the intake pipeline, ensuring that leads are documented, nurtured, and progressed through each stage.

• Review recorded calls, emails, and client communications to ensure empathy, accuracy, professionalism, and compliance.

• Monitor key performance indicators (KPIs) such as conversion rates, response times, follow-up activities, lead quality, and cost per lead.

• Prepare and present weekly performance reports along with actionable recommendations to leadership.

• Manage and enhance workflows, automations, templates, and user processes within Lawmatics.

• Address complex inquiries, escalations, high-value opportunities, and sensitive customer service issues.

• Collaborate with leadership, attorneys, marketing, and operations to enhance client acquisition and onboarding processes.

• Identify gaps in the intake process and implement strategies to boost efficiency and conversion rates.

⛳️ Requirements

• A minimum of 2–3 years of experience in managing an intake or sales team within a law firm.

• Demonstrated experience in leading, training, and inspiring remote team members.

• Strong knowledge of legal intake, lead qualification, client onboarding, and consultation scheduling.

• Experience in handling intake for family law, criminal defense, immigration, or other consumer-focused legal practice areas is strongly preferred.

• Hands-on experience with Lawmatics is highly preferred.

• Familiarity with Clio Manage, VoIP phone systems, Slack, Zoom, and Google Workspace.

• Strong analytical abilities and confidence in working with conversion metrics, response-time data, and performance reports.

• Excellent communication, active listening, conflict resolution, and customer service skills.

• High emotional intelligence and the capacity to communicate with prospective clients in stressful or sensitive situations.

• Exceptional attention to detail, strong organizational skills, and commitment to follow-through.

• Ability to work independently in a dynamic, fully remote environment.

• Professional fluency in English is required.

• Bilingual communication skills in English and Spanish are considered a plus.

🏝️ Benefits

• Competitive salary (USD).

• Work from home.

• Flexible hours.