Legal Intake Manager

Overview

A legal services organization is seeking a Legal Intake Manager to establish and manage a new intake function supporting law firm clients. This role offers a ground-floor opportunity to design and implement intake workflows, starting with hands-on pilot projects and evolving into a fully managed service.

This position requires deep understanding of legal intake processes, workflow design, and operational management. The manager will collaborate closely with an AI Enablement Specialist to integrate voice and automation technologies into the intake process.

Responsibilities

• Design, document, and implement intake workflows for law firm clients, including inbound call handling, lead qualification, and handoff to legal teams
• Manage overflow inbound calls during the pilot phase, conducting intake conversations with potential clients on behalf of law firms
• Develop intake scripts, qualification criteria, and escalation protocols tailored to each client’s practice areas and standards
• Establish quality assurance processes to ensure intake conversations meet client expectations and legal industry standards
• Collaborate with AI specialists to identify opportunities for voice agents and automation to support or extend intake functions
• Track and report intake performance metrics such as call volume, qualification rates, conversion rates, and handoff quality
• Identify gaps in intake processes and recommend improvements to workflows and technology
• Serve as the internal subject matter expert on legal intake best practices across multiple practice areas including personal injury, criminal defense, and family law

Requirements

• 3 to 5 years of experience in legal intake, case management, paralegal work, legal operations, or call center management within a legal environment
• Deep familiarity with law firm intake processes, including lead qualification, prioritization, and attorney handoff
• Comfortable handling live inbound calls and conducting intake conversations with individuals who may be in distress or urgent situations
• Strong skills in process documentation and workflow design to create clean, repeatable systems
• Experience managing multiple practice areas or client accounts simultaneously
• Ability to work independently in a remote environment with minimal supervision
• Excellent written and verbal communication skills with high attention to detail

Preferred Qualifications

• Experience with legal CRM or intake platforms such as Clio, Litify, Filevine, or Lead Docket
• Familiarity with call tracking or call center platforms like CallRail or Five9
• Exposure to AI voice agents or automation tools in legal or call center contexts
• Experience building or scaling an intake function from the ground up

Compensation & Benefits

• Medical, dental, and vision insurance
• Company-sponsored 401(k) plan with matching contributions
• Flexible work schedule allowing remote work and autonomy over work hours
• Up to $500 reimbursement for pet adoption fees or vaccinations
• Technology stipend for equipment setup
• Professional development opportunities

Location

Remote work environment with independent work expectations