Intake Manager and Trainer

About Tort Experts, we are redefining the landscape of performance marketing in the legal sector. Our mission is to democratize access to information for individuals who have been injured, connecting them with law firms that can truly advocate for their rights and achieve successful outcomes. As an innovative, vertically integrated legal case acquisition marketing company, we leverage cutting-edge technology, data-driven insights, and a commitment to transparency to disrupt the status quo. Joining Tort Experts means becoming part of a dynamic team that is passionate about making a meaningful impact. We foster a collaborative environment where creativity thrives, and every team member plays a vital role in connecting qualified claimants with the representation they deserve. If you’re looking for a workplace where your contributions can truly make a difference, and where innovation meets purpose, Tort Experts is the perfect place for you.

About the role

We are seeking a highly technically proficient Intake Manager / Trainer with legal mass tort intake experience to support new hire training, ongoing coaching, and daily intake operations. This hands-on role requires strong multitasking skills and confidence working across multiple screens and software platforms simultaneously.

Responsibilities

• Train and onboard new hires on intake procedures, systems, communication skills, and case qualification requirements.
• Provide ongoing coaching through call shadowing, call reviews, and constructive feedback.
• Assist agents during assigned shifts by answering questions, reinforcing procedures, and escalating issues when needed.
• Handle inbound and outbound intake calls while maintaining accurate records and meeting quality and performance standards.
• Track training progress and work with intake leadership to address performance gaps.
• Create and maintain training materials, reference guides, FAQs, and call support resources.
• Help update system guidance and coaching playbooks as processes and case criteria change.

Qualifications

• Legal mass tort intake experience is required.
• Strong technical proficiency, including the ability to navigate multiple screens, software applications, and workflows simultaneously.
• Strong multitasking skills while maintaining accuracy during calls, documentation, and agent support.
• Ability to learn new systems quickly, troubleshoot routine issues, and clearly teach system workflows to others.
• Strong communication, organization, problem-solving, and coaching skills.
• Availability to work evening and weekend shifts.
• Experience with Five9, Balto, Salesforce, or comparable platforms is preferred.
• Applicants must have at least two years of experience as a legal intake trainer, in addition to the required mass tort experience.
• External hires must complete our intake training program to learn our systems, workflows, and case qualification requirements.
• During the first 90 days, external hires will spend approximately 50% of their time handling intake calls and 50% training and assisting agents. This ensures practical knowledge of our systems and processes while supporting the team.

Benefits

• 100% company-paid monthly premiums for Fortune 500 level quality insurance plans for you and any/all dependents (US based employees): medical (A