Intake Manager

Wright Family Law Group•Tewksbury, MA

2d•Onsite

About The Position

The Intake Manager is responsible for overseeing the firm’s client intake process, ensuring that every potential client receives a compassionate, responsive, and professional experience from first contact through consultation booking and onboarding. This role combines people leadership, sales oversight, process optimization, and performance tracking to maximize qualified lead conversion while maintaining the highest level of client care. The ideal candidate is highly organized, empathetic, data-driven, and experienced in managing intake or client services within a legal, family law, or high-emotion service environment.

Requirements

Proven track record of closing high-value services at or above a 50% conversion rate
Demonstrated ability to coach others to hit measurable sales targets
Strong command of consultation structure, objection handling, and closing techniques
Comfort operating in a metrics-driven, performance-accountable environment
3+ years of experience in legal intake, client services, or sales management (family law strongly preferred).
Proven experience managing and coaching an intake or sales team.
Strong understanding of high-volume inbound lead handling.
Excellent verbal and written communication skills.
High emotional intelligence and ability to handle sensitive client situations.
Experience with legal CRM or case management systems (e.g., Clio, Filevine, Lawmatics, Salesforce, or similar).

Nice To Haves

Experience in a family law or matrimonial law firm.
Background in call center management or client experience leadership.
Data-driven mindset with experience using metrics to drive improvement.
Familiarity with intake scripting, call scoring, and quality assurance processes.

Responsibilities

Personally conduct and/or oversee paid consultations with the objective of retaining clients.
Train, coach, and hold intake staff accountable to high-level sales performance standards.
Actively review consultation recordings and provide direct, actionable sales coaching.
Identify and correct breakdowns in the sales process in real time.
Implement and enforce structured follow-up systems to convert unretained prospects.
Maintain full ownership over conversion metrics and revenue outcomes from intake.
Oversee all inbound leads (calls, emails, web forms, chat, and referrals) and ensure timely, professional follow-up.
Ensure prospective clients are treated with empathy, discretion, and professionalism, recognizing the emotional nature of family law matters.
Monitor intake quality to ensure accurate information gathering and proper case screening.
Maintain consistent intake scripts, standards, and best practices aligned with the firm’s values.
Manage, coach, and develop the Intake Specialists/Client Care team.
Conduct regular call reviews, performance feedback, and coaching sessions.
Train new intake staff on family law fundamentals, client communication, and firm procedures.
Foster a culture of accountability, compassion, and continuous improvement.
Manage intake systems and CRM/case management software.
Monitor KPIs such as response time, booking rate, show rate, and retention outcomes.
Prepare regular intake performance reports for leadership.
Develop and refine intake workflows, scripts, and follow-up processes.
Work closely with attorneys, marketing, and operations to ensure alignment between lead generation, intake, and case acceptance.
Provide feedback to marketing on lead quality and messaging effectiveness.
Coordinate smooth handoffs from intake to legal team.
This is a sales-driven role with direct responsibility for converting paid consultations into retained clients. The Intake Manager is not only responsible for overseeing the intake team, but is also accountable for personally driving and enforcing conversion performance across the department.
This position functions as a non-attorney sales closer and sales leader. Success in this role is measured primarily by conversion rate and revenue generation, not activity.