US-Based Legal Intake Manager

We are building a brand-new intake department for a fast-growing legal services startup and need a mid-level manager located anywhere in the United States to get it off the ground and keep it running smoothly. You’ll build the framework, bring the first wave of agents up to speed, and track performance so we can scale confidently.

Your day-to-day will revolve around three pillars:
• Training and supervising agents – craft onboarding materials, coach live calls, and run continuing education sessions that keep quality high.
• Developing intake protocols – map the entire caller journey, write clear scripts, escalation paths, and compliance checklists.
• Reporting & analysis – pull conversion and service metrics, spot trends, and recommend workflow tweaks that lift retention and signed-case rates.

Success here hinges on a solid blend of team management, practical legal knowledge, customer-first attitude, and hands-on call-center experience. If you’ve ever turned raw phone traffic into organized, documented cases using tools like Salesforce, Smart Advocate, RingCentral, or similar, you’ll feel right at home.

Remote work is fine—as long as you are U.S.-based and able to collaborate during core business hours. Deliverables include the finalized intake protocol manual, a complete training package, and weekly KPI dashboards that make our performance crystal clear. Let’s build an intake operation that scales with the firm.