Concierge Supervisor (Bilingual English/Spanish)

Alexandra Lozano Immigration Law PLLC•Chicago, IL

10h•Onsite

About The Position

We are seeking an Intake Specialist Supervisor to oversee the client onboarding process and manage the daily operations of our front office. In this leadership role, you will supervise a team of Concierge Intake Specialists, ensuring an exceptional, efficient, and compassionate client experience from first contact through case onboarding. This role combines team leadership, process improvement, and strategic oversight, making it critical to the success of our firm’s client engagement and intake functions. You will act as a bridge between potential clients, our intake team, and legal professionals, driving performance while maintaining the welcoming, organized, and mission-driven culture of our office. This role will be an onsite position with travel as needed

Requirements

Bachelor’s Degree required.
Fully bilingual in Spanish and English (spoken and written).
Minimum 2 years of professional experience in a legal setting, preferably in immigration law.
Prior experience supervising or managing a team strongly preferred.
Deep understanding of immigration laws, procedures, and client needs.
Strong leadership skills with the ability to inspire, train, and hold team members accountable.
Excellent interpersonal and customer service abilities.
Proven organizational and multitasking skills in fast-paced environments.
Proficiency in CRM systems and client tracking tools.
Strong written and verbal communication skills.
Results-driven and solutions-oriented mindset.

Responsibilities

Supervise, train, and mentor the Concierge Intake Specialist team.
Travel as needed to Micro Offices, Main Offices throughout the U.S. and LATAM. Travel up to 50%. Predominantly based onsite within the role’s dedicated region, Midwest or East Coast.
Set performance goals, monitor KPIs, and provide regular coaching and performance reviews.
Ensure team members effectively communicate the firm’s services, address client concerns, and maintain high client satisfaction.
Lead by example in delivering exceptional customer service.
Oversee all aspects of the client intake and onboarding process.
Ensure accurate review of client-provided information and eligibility assessments.
Resolve escalated client issues and inquiries professionally and promptly.
Work cross-functionally with attorneys, paralegals, and legal assistants to streamline the client transition into legal services.
Manage front office functions to ensure a professional and organized environment.
Maintain schedules, handle office logistics, and oversee supply and document needs.
Serve as a liaison between the legal team and intake operations to improve workflow efficiency.
Monitor CRM data for accuracy and generate regular reports on client conversion metrics and team productivity.
Identify opportunities for improving intake processes, client communications, and team efficiency.
Implement best practices to ensure compliance with legal standards and internal procedures.