Intake Manager / Trainer

Tort Experts

4d • Remote

About The Position

Tort Experts is seeking a technically proficient Intake Manager / Trainer with legal mass tort intake experience to train and develop intake advocates, coach performance, and support daily intake operations. The role owns onboarding for new advocates from their first day through full production, provides guidance on case criteria and escalations during assigned shifts, and partners with intake leadership on team performance goals. It is a hands-on position requiring multitasking and the ability to work across multiple screens and software platforms simultaneously.

Evening and weekend availability is required; exact shifts are to be determined. External hires must complete the intake training program covering the company’s systems, workflows, and case qualification requirements. During the first 90 days, external hires spend approximately half their time handling intake calls and half training and assisting agents.

The role is remote. Tort Experts describes its work environment as flexible and offers growth opportunities and a chance to contribute to connecting clients with legal representation.

Requirements

• Legal mass tort intake experience is required.
• At least two years of experience as a legal intake trainer is required, in addition to mass tort experience.
• Strong working knowledge of mass tort case qualification, including applying firm-specific criteria and distinguishing a disqualification from a turn-down.
• Strong technical proficiency and ability to navigate multiple screens, software applications, and workflows simultaneously.
• Ability to multitask 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.
• Proven coaching skills, including giving direct, constructive feedback and holding people accountable to performance standards.
• Strong communication, organization, problem-solving, and documentation skills.
• Comfort using AI tools to support daily work and training.
• Availability to work evening and weekend shifts.
• External hires must complete the company’s intake training program.

Nice To Haves

• Experience with Salesforce, Five9, Balto, Rippling, or comparable platforms.

Responsibilities

• Own training and onboarding for assigned new-hire groups, covering intake procedures, systems, communication skills, case qualification requirements, and readiness for full production.
• Coach advocates through call shadowing, call reviews, and constructive feedback in coordination with the management team.
• Hold regular one-on-one meetings with assigned advocates and document goals, progress, and coaching notes in the manager coaching workbook.
• Partner with QA to review evaluations, convert findings into coaching, and ensure advocates correct returned records, including inaccurate data, incorrect dates or addresses, and improperly signed retainers.
• Support advocates live during assigned shifts by answering questions, reinforcing procedures, and helping complete difficult intakes on calls.
• Approve escalations involving ambiguous case types and criteria, applying firm criteria accurately and consistently.
• Handle inbound and outbound intake calls as needed while maintaining accurate records and meeting quality and performance standards.
• Track training progress and performance metrics, identify gaps early, and document performance concerns and improvement plans with intake leadership.
• Contribute input on assigned advocates for performance reviews.
• Work toward team and individual OKRs established with intake leadership.
• Create and maintain training materials, reference guides, FAQs, call-support resources, and online course content.
• Update system guidance and coaching playbooks as processes, case types, and law-firm criteria change.
• Help advocates adopt new systems and tools, including the transition to Salesforce and the AI tools used for criteria and call support.

Benefits

• Uncapped quarterly profit-sharing bonuses based on company performance.
• 100% company-paid monthly premiums for medical, dental, and vision insurance plans for employees and their dependents (US-based employees).
• 100% company match on employee contributions to HSA or FSA flex benefits plans (US-based employees).
• $500 company FSA contribution, even if the employee contributes $0.
• 401(k) plan with full company match of up to 6% of salary and no vesting period (US-based employees).
• Unlimited paid time off with planned role/responsibility coverage.
• Company-covered Wellhub wellness benefit with access to gyms, studios, and wellness apps.
• Work-from-home equipment budget at the company’s discretion.
• Remote work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed