Contact Center Manager

Torticity•Boca Raton, FL

2d•$70,000 - $80,000•Hybrid

About The Position

Founded six years ago and based in Boca Raton, Florida, Torticity is a B2B2C lit-tech company that does case workup for plaintiff law firms - helping them advocate for claimants seeking justice across mass tort, personal injury, sexual assault, and natural disaster cases. Our proprietary tech boosts efficiency and sets new industry standards. We're an AI-native team investing heavily in what comes next. Today, we offer comprehensive, end-to-end solutions that help law firms navigate complex pre-litigation/litigation effortlessly. We blend innovation with justice, turn challenges into opportunities, and build the future of legal excellence every day. Join us and be part of something extraordinary! Remote opportunities available nationwide. Employees within a 40-mile radius of our Boca Raton HQ enjoy in-person collaboration and enhanced compensation. Hybrid work model: Mondays, Tuesdays, and Thursdays in-office.

Requirements

5+ years of experience in client intake, customer operations, case management, or a related high-touch service function, with at least 2+ years in a leadership or team-lead role.
Proven ability to lead, coach, and develop high-performing teams, especially in fast-paced or high-volume environments.
Demonstrated experience building or scaling an intake, support, or operations function — including hiring, onboarding, training, workflow creation, and process optimization.
Exceptional communication, active listening, and empathy skills, with the ability to guide individuals through sensitive or emotionally charged situations.
Strong operational mindset with experience monitoring performance metrics, identifying gaps, and driving continuous improvement across quality, responsiveness, and efficiency.
Ability to create a high-accountability, high-support team culture grounded in professionalism, compassion, and client-centric service.
Experience partnering cross-functionally with legal, operations, case management, or compliance teams to ensure accurate documentation and seamless handoffs.
Skilled in developing scripts, training materials, coaching frameworks, and communication standards to ensure consistency and elevate client experience.
High level of professional judgment, discretion, and ethical decision-making, especially when handling confidential or sensitive client information.
Comfortable operating in ambiguous, rapidly evolving environments, with the ability to build structure, refine processes, and scale systems as the organization grows.
Proficiency with CRM or case-management platforms, with strong attention to detail in documentation and data integrity.

Responsibilities

Lead, coach, and develop a team of Intake Specialists responsible for supporting prospective clients through the intake and qualification process across sensitive and complex case types.
Help build and scale the intake function from the ground up, including hiring, onboarding, training, workflows, and team culture.
Create a high-accountability, high-support environment focused on empathy, responsiveness, professionalism, and quality client experience.
Monitor team performance metrics, including response times, intake quality, follow-up effectiveness, and overall operational efficiency, providing coaching and development as needed.
Partner closely with legal, operations, and case management teams to ensure smooth intake workflows, accurate documentation, and seamless handoff of qualified matters.
Develop and refine intake scripts, training materials, coaching programs, and communication standards to improve consistency and client experience.
Ensure all intake activities are handled ethically, professionally, and in compliance with company and legal standards.