Intake Supervisor

About the Role

Sussman Law Firm, PLLC is located in Charlotte, North Carolina and offers legal services primarily in the areas of family and immigration law. We are poised for aggressive growth, and we are seeking an experienced, results-driven Bilingual Intake Supervisor who can lead, coach, and work alongside our Intake team to deliver an exceptional prospective client experience and drive strong Intake results.

Our Culture

We foster an environment where employees are empowered to make a real impact in clients' lives every day. We value accountability, ownership, and collaboration. Every team member is respected, supported, and encouraged to grow professionally and personally. This is a high-performance environment. We work hard, hold ourselves to high standards, and take pride in doing things the right way. The work is challenging but meaningful, rewarding, and growth-oriented.

If you are hired, you will be part of a wonderful team of people who work hard to get the job done right the first time and take pride in the work that they do. You will be part of a team that is rewarded for their hard work. This might be the biggest challenge of your life, but you will grow, create new experiences, and have fun along the way. You will find great joy in helping people find solutions in the areas of their lives that matter most.

Responsibilities

• Provide day-to-day leadership, coaching, and support to the Intake team, setting clear expectations for performance, quality, and accountability
• Work alongside the Intake team and provide hands-on support with prospective client inquiries, follow-up, and telephone coverage as needed
• Ensure adequate Intake coverage and coordinate workloads and assignments to maintain timely, responsive service
• Monitor prospective client inquiries, lead response, and follow-up to ensure opportunities are handled promptly and consistently
• Audit recorded calls for professionalism, empathy, accuracy, conversion efforts, and compliance with Firm procedures
• Provide ongoing coaching and feedback to strengthen call quality, lead handling, consultation scheduling, and conversion performance
• Monitor Intake KPIs, including lead activity, response times, consultations, show rates, fees collected, and conversions, and identify opportunities for improvement
• Lead recurring Intake meetings and ensure priorities, action items, and deadlines are clearly communicated, tracked, and completed
• Monitor employee performance, conduct regular check-ins, and complete performance reviews in accordance with the Firm's established review process
• Support onboarding, training, cross-training, and ongoing development of Intake employees
• Identify recurring workflow, service, or performance issues and implement improvements to strengthen Intake operations and results
• Collaborate with Sales, Marketing, Front Desk, and management to improve lead handling, the prospective client experience, and overall conversion results
• Perform other duties as assigned

Required Qualifications

• Fluent in English and Spanish
• Bachelor's degree in Business, Management, Communications, or a related field preferred. Equivalent education and relevant professional experience may be considered
• Prior supervisory experience required, preferably in intake, sales, client service, call-center operations, or another customer-facing environment
• Demonstrated leadership and coaching skills, including the ability to effectively supervise, engage, develop, and hold accountable geographically distributed employees working remotely
• Experience in intake, sales, client service, business development, or related customer-facing operations
• Excellent written and verbal communication skills
• Strong organizational skills with the ability to manage multiple priorities and deadlines
• Strong analytical and problem-solving skills, including interpreting performance metrics and trends
• Comfortable reviewing recorded calls and coaching employees on call performance
• Experience with CRM and other business systems used for lead management, intake workflows, call handling, consultation scheduling, reporting, and conversion tracking
• Sound judgment, professionalism, confidentiality, and a team-oriented approach in a fast-paced environment

Key Success Factors

• Sets clear expectations, coaches effectively, and promotes accountability
• Anticipates operational needs and maintains appropriate Intake coverage, priorities, and deadlines
• Promotes timely, professional, empathetic, and conversion-focused service throughout the prospective-client experience
• Uses call-quality reviews, KPIs, and performance trends to coach employees and continuously improve Intake results
• Communicates clearly, follows through, and promotes effective collaboration across Intake, Sales, Front Desk, Marketing, and other applicable functions