Overview
This role supports new hire training, ongoing coaching, and daily intake operations for a legal mass tort intake team. The Intake Manager / Trainer is a hands-on position requiring strong multitasking skills and comfort working across multiple screens and software platforms at the same time.
Responsibilities
- Train and onboard new hires on intake procedures, systems, communication skills, and case qualification requirements.
- Provide ongoing coaching through call shadowing, call reviews, and constructive feedback.
- Assist agents during assigned shifts by answering questions, reinforcing procedures, and escalating issues when needed.
- Handle inbound and outbound intake calls while maintaining accurate records and meeting quality and performance standards.
- Track training progress and work with intake leadership to address performance gaps.
- Create and maintain training materials, reference guides, FAQs, and call support resources.
- Help update system guidance and coaching playbooks as processes and case criteria change.
Qualifications
- Legal mass tort intake experience is required.
- Strong technical proficiency, including the ability to navigate multiple screens, software applications, and workflows simultaneously.
- Strong multitasking skills while maintaining accuracy during calls, documentation, and agent support.
- Ability to learn new systems quickly, troubleshoot routine issues, and clearly teach system workflows to others.
- Strong communication, organization, problem-solving, and coaching skills.
- Availability to work evening and weekend shifts.
- Experience with Five9, Balto, Salesforce, or comparable platforms is preferred.
Requirements and Onboarding
- Applicants must have at least two years of experience as a legal intake trainer, in addition to the required mass tort experience.
- External hires must complete the intake training program to learn systems, workflows, and case qualification requirements.
- During the first 90 days, external hires will spend approximately 50% of their time handling intake calls and 50% training and assisting agents.
Compensation & Benefits
- 100% company-paid monthly premiums for Fortune 500 level quality insurance plans for you and any/all dependents (US based employees):
- Medical (Aetna)
- Dental (Guardian)
- Vision (Guardian)
- 100% company match on any employee contributions to either HSA or FSA flex benefits plans (US based employees):
- $500 free FSA company contribution, even if $0 employee contribution
- 401k plan with full company match of up to 6% of salary and no vesting period required (US based employees)
- Unlimited paid time off with planned role/responsibilities coverage
- Wellhub wellness benefit — access to 20,000+ gyms, studios, and wellness apps, fully covered by the company
- Work from home equipment budget (at company's discretion)
- Forever remote work environment
Location
US based employees (benefits described above). Schedule requires evening and weekend availability; exact shifts are TBD.