Philippines onlyWe’re hiring a Team Leader to manage and mentor our Legal Intake Specialists. In this role, you will lead a team responsible for guiding prospective clients through the legal intake process and improving engagement and case conversion. As a Team Leader, you will ensure high performance through coaching, performance tracking, and continuous process improvement—supporting LegalMatch’s mission of making legal help accessible.
Responsibilities:
- Lead and support a team of Legal Intake Specialists to meet team goals.
- Monitor call metrics, conversions, and quality to drive performance.
- Coach team members through regular feedback, QA reviews, and training.
- Step in on escalated cases or client issues when needed.
- Ensure accurate documentation and use of CRM systems.
- Drive operational discipline—ensuring reports, blockers, and shifts are managed well.
- Collaborate with cross-functional teams to optimize intake processes.
- Identify gaps or blockers and recommend improvements.
- Maintain a positive, goal-driven team culture.
Requirements
- At least 1–2 years of experience in team leadership or supervisory roles.
- At least 1 year of experience in handling inbound and outbound calls.
- Proven background in legal intake, customer service, or client success.
- Strong ability to coach, motivate, and manage performance.
- Familiarity with CRM systems, QA tools, and call monitoring.
- Excellent communication and conflict resolution skills.
United States
CA, PH + 2 more
