Note: The job is a remote job and is open to candidates in USA. MeanPug Digital is seeking a Legal Intake Manager to help build and run a new intake function for law firm clients. This role involves designing workflows, handling inbound calls, and collaborating with an AI specialist to enhance the intake process.
Responsibilities
- Design, document, and implement intake workflows for law firm clients, covering inbound call handling, lead qualification, and handoff to the client's legal team
- Handle overflow inbound calls directly during the pilot phase, running intake conversations with potential clients on behalf of law firms
- Develop intake scripts, qualification criteria, and escalation protocols tailored to each client's practice area and intake standards
- Build out quality assurance processes to ensure intake conversations meet client expectations and legal industry standards
- Partner with our AI Enablement Specialist to identify where voice agents and automation can support or extend the intake function
- Track and report on intake performance metrics including call volume, qualification rates, conversion rates, and handoff quality
- Identify gaps in the intake process and proactively recommend improvements to both the workflow and the technology stack
- Serve as the internal subject matter expert on legal intake best practices across personal injury, criminal defense, family law, and other practice areas
Skills
- 3 to 5 years of experience in legal intake, case management, paralegal work, legal operations, or call center management in a legal environment
- Deep familiarity with the intake process at a law firm, including how leads are qualified, prioritized, and handed off to attorneys
- Comfortable handling live inbound calls and running intake conversations with people who may be in distress or in urgent situations
- Strong process documentation skills, you can turn a messy workflow into a clean, repeatable system
- Experience working across multiple practice areas or client accounts simultaneously
- Comfortable working independently in a remote environment with minimal oversight
- Strong written and verbal communication skills with high attention to detail
- Experience with legal CRM or intake platforms such as Clio, Litify, Filevine, or Lead Docket
- Familiarity with call tracking or call center platforms such as CallRail, Five9, or similar
- Exposure to AI voice agents or automation tools in a legal or call center context
- Experience building or scaling an intake function from scratch
Benefits
- Medical, dental, and vision insurance
- Company-sponsored 401(k) with matching
- Flexible work schedule, work when and where you're most productive as long as deliverables are met
- Up to $500 reimbursement for pet adoption fees or vaccinations
- Technology stipend for equipment setup
- Professional development opportunities
Company Overview