Intake Team Lead (Remote)

About the role

J&Y Law is looking for an experienced Intake Team Lead to manage and grow its remote Intake Department. The role involves coaching Intake Specialists, overseeing daily performance, and ensuring high‑quality client service and conversion rates.

Key responsibilities

• Lead, coach, and develop a team of Intake Specialists.
• Monitor daily call performance, conversion rates, and intake metrics.
• Conduct quality‑assurance reviews and provide feedback.
• Assist with onboarding and training of new team members.
• Ensure compliance with firm policies and client‑service standards.
• Manage schedules, attendance, and team coverage.
• Identify workflow improvements and implement best practices.
• Collaborate with attorneys and management to optimise intake operations.
• Handle escalated client concerns and complex intake matters.
• Prepare and present performance reports and departmental updates.

Required profile

• Minimum 3 years of experience in legal intake, call‑center leadership, or team management.
• Prior supervisory or leadership experience.
• Strong communication and coaching abilities.
• Experience managing KPIs and performance metrics.
• Ability to lead and motivate a remote team.
• Excellent organisational and problem‑solving skills.

Required skills

• Proficiency with CRM systems.
• Microsoft Office suite.
• Microsoft Teams.

What we offer

• Fully remote position.
• Competitive compensation.
• Health, dental, and vision benefits.
• Paid time off and paid holidays.
• Growth and advancement opportunities.
• Supportive and collaborative team environment.