Team Lead - Legal Intake (Remote, Night Shift)

1 day, 2 hours ago
Full-time
Lead
Customer and Technical Support
LegalMatch

LegalMatch

LegalMatch is the premier attorney/client matching service, offering fast and free online services to help consumers find the right lawyer with in-depth profiles and over 20 years of experience.

Specialized Consumer Services
251-1K
Founded 1999

Description

  • Lead and support a team of Legal Intake Specialists to meet team goals and maintain a positive, goal-driven culture.
  • Monitor call metrics, conversion rates, and quality scores to drive team performance.
  • Coach team members through regular feedback, QA reviews, and training to improve skills and outcomes.
  • Handle escalated cases or client issues and provide resolution support when needed.
  • Ensure accurate documentation and proper use of CRM systems for intake and case tracking.
  • Drive operational discipline by managing reports, identifying and clearing blockers, and coordinating shift coverage.
  • Collaborate with cross-functional teams to optimize intake processes and improve case conversion.
  • Identify gaps in processes or performance and recommend continuous improvements.

Requirements

  • At least 2 years of experience in team leadership or supervisory roles.
  • At least 1 year of experience handling inbound and outbound calls.
  • Proven background in legal intake, customer service, or client success.
  • Strong ability to coach, motivate, and manage individual and team performance.
  • Familiarity with CRM systems, QA tools, and call monitoring.
  • Experience conducting QA reviews, providing training, and delivering regular feedback.
  • Excellent communication and conflict resolution skills.

Interested in this position?

Apply directly on the company website

Apply Now

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