Intake Success Coach

Legal Intake Pros is a dynamic and innovative company specializing in Intake Optimization for law firms. Our mission is to help law firms provide exceptional service to their clients by optimizing intake processes and ensuring compliance with industry standards. We achieve this through cutting-edge technology, expert coaching, and continuous quality control measures.

We're seeking a full-time remote Intake Success Coach to own a portfolio of law firm clients and drive real, measurable improvement in how their intake teams perform. This is a highly client-facing coaching and consulting role, not a behind-the-scenes training or quality-control position. You'll be leading coaching sessions, client leadership meetings, performance reviews, and strategic conversations directly with law firm owners and operations leaders.

You'll use call reviews, data analysis, and structured coaching to turn quality findings into behavior change, helping intake professionals build empathy, call control, objection handling, and follow-up discipline that convert more potential clients into signed cases. Every coach at Legal Intake Pros starts as a Junior Intake Success Coach and advances through a documented, competency-based career path.

Responsibilities

• Build trusted relationships with law firm owners, operations leaders, intake managers, and intake specialists across your 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, not just surface-level activity
• 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 your 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

What We're Looking For:

• 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

Bonus Points If You Have: 

• 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