Role: Legal Intake Supervisor (Criminal Defense | Immigration | Family Law)
Priority location: Remote: SA/LatAm/PH
Working hours: 9AM - 6PM EST (NY)
Salary range: Market Related
Type of contract: Independent Contractor
Type of job: Remote

About The Company

Headquartered in New York City, this is a fast-paced, client-focused legal practice dedicated to high-stakes consumer law, including Criminal Defense, Immigration, and Family Law.

Role Summary

Seeking a highly experienced, results-driven Legal Intake Supervisor to oversee and elevate our high-volume legal intake department. In this critical operational leadership role, you will manage, coach, and scale a global team of remote intake receptionists, ensuring that prospective clients experience immediate, empathetic, and professional engagement from their very first touchpoint.

As the supervisor of our primary conversion engine, you will be responsible for driving lead conversion, optimizing intake workflows, maintaining rigorous quality control, and cultivating a high-performance culture across a distributed international team.

Key responsibilities

Team Leadership & Operations: Directly supervise, mentor, and performance-manage a global, remote team of legal intake receptionists to ensure seamless 24/7 or extended-coverage operations.
Conversion & Pipeline Optimization: Monitor lead response times, call quality, and consultation booking rates; implement data-driven strategies to consistently achieve and exceed monthly conversion targets.
Quality Assurance & Compliance: Conduct regular call audits and transcript reviews to ensure adherence to firm scripts, compliance standards, and empathetic client communication in sensitive practice areas (Criminal Defense, Immigration, and Family Law).
Process Enhancement: Continuously refine intake protocols, objection-handling scripts, and lead-routing workflows within our legal CRM to eliminate friction in the onboarding process.
Training & Onboarding: Design and execute structured onboarding, ongoing coaching, and professional development programs for intake specialists.
Reporting & Analytics: Track key intake metrics (e.g., call volume, contact rate, conversion rate, cost-per-lead acquisition) and present actionable performance insights to firm leadership.

Requirements

Proven Experience: Direct prior experience running and supervising an intake team at a law firm practicing criminal defense, immigration, and/or family law (Required).
Leadership Track Record: Minimum 5+ years in a supervisory or management role within legal intake or legal sales operations
Clio, Lawmatics, Slack, Dialpad (phones), Zapier, and Claude.
Familiarity with AI and other large language models (LLMs), and comfort using them in day-to-day intake work.
Communication Skills: Exceptional verbal and written English communication skills, with strong empathy and persuasive capability.
Global Flexibility: Fully equipped home office environment with reliable high-speed internet and quiet workspace capability to work aligned with U.S. business hours.

Legal Intake Supervisor -66012481189