About the Role
We’re hiring an Intake Team Lead to guide and support the front-line client intake team at Impact Disability Law. This is a player-coach role: you’ll lead by example, jumping in on client calls, managing day-to-day intake activity, and supporting the team when coverage is needed. You'll also help identify opportunities to improve systems, processes, and efficiency.
This role is perfect for someone who thrives in a service-driven environment, has a high attention to detail, and is eager to support a growing team through smart structure, technical strength, and compassionate leadership.
What You’ll Do
Lead Daily Intake Operations
- Serve as the go-to person for intake team questions, blockers, and daily coordination
- Monitor all new client inquiries (email, phone, internet, and referrals) to ensure nothing slips through the cracks
- Help manage scheduling and coverage across the team, stepping in directly when needed
- Coach team members on intake conversations, call structure, and use of tools like Lead Docket and Filevine
Deliver a Best-in-Class Client Experience
- Conduct initial client interviews with empathy, professionalism, and attention to detail
- Establish rapport with potential clients and ensure they feel heard and supported
- Follow up consistently with pending leads to maximize client engagement and conversion
- Handle sensitive or complex client interactions with care
Optimize Systems and Processes
- Work with leadership to improve intake workflows and eliminate inefficiencies
- Help manage scripts, conversation guides, and intake documentation
- Identify common questions, handoff gaps, or process pain points—and suggest solutions
- Support adoption of new tools and technology to make the team more effective
Support Cross-Team Collaboration
- Ensure accurate and timely data entry in all systems
- Collaborate with attorneys, case managers, and operations to ensure a seamless handoff from intake
- Track and document team performance metrics and assist in team reporting
Who You Are
- A Doer + Leader: You lead by example and don’t hesitate to jump in where needed
- Organized & Reliable: You bring order to chaos and help the team stay on top of details
- Empathetic: You approach every client with patience, compassion, and a solutions-oriented mindset
- Process-Minded: You enjoy spotting ways to improve efficiency and consistency
- Tech-Savvy: You’re comfortable navigating platforms like Filevine, Lead Docket, and spreadsheets
Qualifications
- 2+ years in a legal intake or client services role
- Experience supporting or leading a team preferred
- Strong written and verbal communication skills
- Comfort with performance metrics and accountability frameworks
- Bilingual (English/Spanish) a plus