Intake Success Coach

Legal Intake Pros

5h • $65,000 - $75,000 • Remote

About The Position

Legal Intake Pros is seeking a full-time remote Intake Success Coach to manage a portfolio of law firm clients and drive significant improvements in their intake team performance. This role is highly client-facing, involving coaching and consulting directly with law firm owners and operations leaders. The coach will lead coaching sessions, client leadership meetings, performance reviews, and strategic discussions. Utilizing call reviews, data analysis, and structured coaching, the goal is to foster behavior change in intake professionals, enhancing skills like empathy, call control, objection handling, and follow-up to increase client conversions. All coaches begin as Junior Intake Success Coaches and progress through a defined career path.

Requirements

• Bachelor's degree or an equivalent combination of relevant education and professional experience.
• Demonstrated legal intake experience, preferably within personal injury or closely related law firm operations.
• Experience coaching, training, auditing, supervising, or developing intake or client-facing professionals.
• Strong understanding of the legal intake journey.
• Experience analyzing performance data and using it to diagnose problems and change behavior.
• Excellent facilitation, written and verbal communication, active listening, and presentation skills.
• Ability to work independently, manage multiple client relationships, and meet deadlines in a fully remote environment.
• Working knowledge of CRM, quality-assurance, project-management, and video-conferencing tools.
• Genuine interest in a coaching, client-consulting, and performance-development function — client-facing work is a permanent part of this role.

Nice To Haves

• Personal injury or plaintiff law intake experience and fluency in Lead Docket or a comparable legal intake CRM.
• Experience leading performance conversations with law firm owners, operations leaders, or managers.
• Background in consultative sales, business development, client success, quality assurance, or conversion optimization.
• Experience conducting call calibration, developing SOPs or facilitation guides, and measuring training effectiveness.
• Knowledge of adult learning principles, behavior-change coaching, and remote facilitation best practices.

Responsibilities

• Build trusted relationships with law firm owners, operations leaders, intake managers, and intake specialists across the assigned client portfolio.
• Lead client leadership meetings, performance reviews, and escalation conversations with clear, evidence-backed recommendations.
• Prepare and facilitate structured coaching sessions using call reviews, role-play, teach-back, and follow-up audits to confirm behavior change.
• Coach intake professionals on active listening, call control, rapport, objection handling, one-call closes, and case disposition.
• Conduct call audits, QA reviews, Lead Docket analysis, and conversion trend analysis to identify root causes.
• Translate quality and performance data into prioritized coaching strategies with clear owners, timelines, and measurable outcomes.
• Identify low-performing or at-risk firms and develop targeted intervention plans in partnership with the Manager.
• Document coaching observations, commitments, and follow-up actions accurately.
• Create or improve facilitation guides, SOPs, and client education materials as needed.
• Participate in calibration sessions and collaborate with Quality Control, Implementation, Client Success, and Operations teams.

Benefits

• Remote-first
• PTO and sick leave eligibility beginning at 90 days
• 12 paid holidays
• Company-sponsored professional development, including courses, certifications, and training
• Virtual team events and workshops
• A high-trust environment where contributions are visible and growth is supported

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level