Legal Intake Team Lead at Magendzo Law in Remote

We are seeking an experienced, bilingual (English/Spanish) Legal Intake Team Lead to oversee our intake team at a growing personal injury law firm. This individual will lead day-to-day intake operations in a remote environment, ensure prospective clients receive prompt, professional, and compassionate service, and maximize the conversion of qualified leads into signed cases.

The ideal candidate has hands-on legal intake experience, proven leadership abilities, and a results-driven mindset. They will be responsible for managing team performance, monitoring key metrics, improving workflows, and ensuring every prospective client receives an exceptional first impression of the firm.

A law degree is preferred but not required.

This position is remote in Colombia.

Responsibilities

Team Leadership & Management

• Supervise, coach, and support the legal intake team in a fully remote environment.
• Establish clear performance expectations and hold team members accountable for individual and team results.
• Provide ongoing training, call coaching, and constructive feedback to improve intake quality and conversion rates.
• Monitor team availability, responsiveness, productivity, and adherence to established procedures.
• Manage daily workloads, lead assignments, scheduling, and follow-up responsibilities.
• Foster a collaborative, accountable, and high-performing remote team culture.

Intake Operations & Lead Conversion

• Oversee the intake process from initial inquiry through qualification, follow-up, and signed retainer.
• Ensure incoming calls, web inquiries, referrals, and other leads are handled promptly and professionally.
• Drive strong lead-to-client conversion rates through effective communication, follow-up strategies, and process improvements.
• Ensure intake staff accurately gather and document prospective client information, incident details, and relevant case facts.
• Establish consistent follow-up procedures to minimize missed opportunities and unconverted leads.
• Escalate complex or potentially high-value matters to the appropriate attorney for review.
• Ensure intake procedures comply with firm policies, confidentiality requirements, and applicable legal and ethical standards.

Performance Monitoring & Process Improvement

• Track and report on key performance indicators, including:

  • Lead response time and call answer rates
  • Lead-to-client conversion rate
  • One-call-close rate
  • Follow-up completion and effectiveness
  • Intake documentation accuracy and completeness
  • Individual and team productivity

• Prepare regular performance reports and identify trends, bottlenecks, and opportunities for improvement.

• Develop and maintain intake scripts, workflows, checklists, and standard operating procedures.

• Ensure accurate and consistent use of the firm's case management, intake, and communication systems.

• Collaborate with attorneys, marketing, and operations to improve lead quality, communication, and overall intake efficiency.

Client Experience

• Ensure prospective clients are treated with empathy, professionalism, and respect, particularly when contacting the firm during stressful circumstances.
• Handle escalated intake calls and assist with sensitive or challenging client interactions.
• Ensure prospective clients receive clear communication regarding next steps and the intake process.
• Maintain high standards of professionalism, responsiveness, and service in both English and Spanish.

Qualifications

• Required: Proven experience in legal intake, preferably within a personal injury law firm.
• Required: Fluency in English and Spanish, with the ability to communicate professionally in both languages, verbally and in writing.
• Required: Prior experience leading, supervising, or training a team.
• Demonstrated ability to improve intake performance, lead conversion, and follow-up consistency.
• Experience managing workloads, monitoring KPIs, and holding team members accountable in a remote or distributed environment.
• Strong organizational skills and the ability to manage competing priorities in a fast-paced setting.
• Excellent communication, coaching, and problem-solving skills.
• Experience with legal case management systems, CRM platforms, call tracking, and performance reporting.
• Strong attention to detail and commitment to confidentiality and data security.
• Preferred: Law degree (J.D. or equivalent).
• Preferred: Experience with personal injury case qualification, legal terminology, and statute of limitations awareness.