About this Legal Intake Manager - Law Firm Experience Required (US/Remote) role at Paired
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.
Requirements
- 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
Benefits
