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Legal Intake Manager - Law Firm Experience… at Paired · Colombia
Skills
Job Description
Paired is a global staffing and recruiting agency that specializes in connecting talented professionals with leading companies worldwide. We are committed to identifying exceptional candidates and providing opportunities for long-term, remote career growth.
Our client is seeking an experienced, numbers-driven Legal Intake Manager to lead the daily operations of a virtual client intake department. This person will manage and coach a remote team of intake specialists, oversee the lead pipeline, optimize legal CRM workflows, and ensure every potential client receives a prompt, empathetic, and professional experience.
The ideal candidate combines strong people-management skills with a deep understanding of law firm intake, sales conversion, and performance metrics.
Key Responsibilities
Lead, coach, and support a remote team of legal intake specialists.
Assist with hiring, onboarding, training, scheduling, and performance management.
Oversee the screening and qualification of prospective clients across multiple legal practice areas.
Ensure time-sensitive and high-priority inquiries are identified and escalated promptly.
Monitor incoming leads from phone calls, web forms, chat, and other channels to ensure fast and consistent follow-up.
Track the intake pipeline and ensure leads are properly documented, nurtured, and moved through each stage.
Review recorded calls, emails, and client communications to maintain high standards of empathy, accuracy, professionalism, and compliance.
Monitor key performance indicators, including conversion rates, response times, follow-up activity, lead quality, and cost per lead.
Prepare and present weekly performance reports and actionable recommendations to leadership.
Manage and optimize workflows, automations, templates, and user processes within Lawmatics.
Personally handle complex inquiries, escalations, high-value opportunities, and sensitive customer service matters.
Collaborate with leadership, attorneys, marketing, and operations teams to improve client acquisition and onboarding processes.
Identify gaps in the intake process and implement strategies to improve efficiency and conversion.
At least 2–3 years of experience managing an intake or sales team within a law firm.
Proven experience leading, training, and motivating remote team members.
Strong understanding of legal intake, lead qualification, client onboarding, and consultation scheduling.
Experience handling intake for family law, criminal defense, immigration, or other consumer-facing legal practice areas is strongly preferred.
Hands-on experience with Lawmatics is highly preferred.
Experience using Clio Manage, VoIP phone systems, Slack, Zoom, and Google Workspace.
Strong analytical skills and confidence working with conversion metrics, response-time data, and performance reports.
Excellent communication, active listening, conflict-resolution, and customer-service skills.
High emotional intelligence and the ability to communicate with prospective clients during stressful or sensitive situations.
Exceptional attention to detail, organization, and follow-through.
Ability to work independently in a fast-paced, fully remote environment.
Professional fluency in English.
Bilingual English and Spanish communication skills are a plus.
Benefits
- Competitive salary (USD)
- Work From Home
- Flexible hours https://apply.workable.com/pairedrecruiting/j/882D8E43FC/apply/