Legal Intake Manager

What you'll do

• Design, document, and implement intake workflows for law firm clients, covering inbound call handling, lead qualification, and handoff to the client's legal team
• Handle overflow inbound calls directly during the pilot phase, running intake conversations with potential clients on behalf of law firms
• Develop intake scripts, qualification criteria, and escalation protocols tailored to each client's practice area and intake standards
• Build out quality assurance processes to ensure intake conversations meet client expectations and legal industry standards
• Possess strong process documentation skills, turning a messy workflow into a clean, repeatable system
• Partner with our AI Enablement Specialist to identify where voice agents and automation can support or extend the intake function
• Track and report on intake performance metrics including call volume, qualification rates, conversion rates, and handoff quality
• Identify gaps in the intake process and proactively recommend improvements to both the workflow and the technology stack
• Serve as the internal subject matter expert on legal intake best practices across personal injury, criminal defense, family law, and other practice areas

Requirements

• 3 to 5 years of experience in legal intake, case management, paralegal work, legal operations, or call center management in a legal environment
• Deep familiarity with the intake process at a law firm, including how leads are qualified, prioritized, and handed off to attorneys
• Comfortable handling live inbound calls and running intake conversations with people who may be in distress or in urgent situations
• Strong process documentation skills, you can turn a messy workflow into a clean, repeatable system
• Experience working across multiple practice areas or client accounts simultaneously
• Comfortable working independently in a remote environment with minimal oversight
• Strong written and verbal communication skills with high attention to detail

Bonus skills (nice to have)

• Experience with legal CRM or intake platforms such as Clio, Litify, Filevine, or Lead Docket
• Familiarity with call tracking or call center platforms such as CallRail, Five9, or similar
• Exposure to AI voice agents or automation tools in a legal or call center context
• Experience building or scaling an intake function from scratch

Benefits

• Medical, dental, and vision insurance
• Company-sponsored 401(k) with matching
• Flexible work schedule, work when and where you're most productive as long as deliverables are met
• Up to $500 reimbursement for pet adoption fees or vaccinations
• Technology stipend for equipment setup
• Professional development opportunities