- Experience
- 3–5 yrs
- Salary
- —
- Openings
- 1
- Posted
- 2 weeks ago
- Work mode
- Work from home
- Eligibility
- Applicants with experience in legal intake, case management, paralegal work, legal operations, or call center management in a legal environment are best suited. The role is remote and requires the ability to independently manage work across multiple practice areas or client accounts.
- Resume
- Required to apply
Job description
Role overview
MeanPug is hiring a Legal Intake Manager to launch and grow a new intake service for law firm clients. This is a hands-on, early-stage role where you will help define how intake support is delivered, starting with pilot workflows and evolving the function into a fully managed service over time.
This position is not for a typical call center agent. The ideal candidate understands legal intake end to end, knows how to design and document repeatable workflows, and is comfortable acting as both the builder and the operator while the service takes shape. You will work closely with the AI Enablement Specialist to bring voice and automation tools into the intake process as the function matures.
Key responsibilities
- Create, document, and roll out intake workflows for law firm clients, including answering inbound calls, qualifying leads, and transferring matters to the client’s legal team.
- Take overflow inbound calls directly during the pilot phase and conduct intake conversations on behalf of law firms.
- Write intake scripts, qualification rules, and escalation steps aligned to each client’s practice area and intake standards.
- Set up quality assurance checks so intake conversations consistently meet client expectations and legal-industry standards.
- Work with the AI Enablement Specialist to determine where voice agents and automation can strengthen or extend the intake function.
- Monitor and summarize intake performance data such as call volume, qualification rate, conversion rate, and handoff quality.
- Spot process weaknesses and recommend improvements to both workflow design and the supporting technology stack.
- Act as the in-house resource for legal intake best practices across personal injury, criminal defense, family law, and other practice areas.
Requirements
- 3 to 5 years of experience in legal intake, case management, paralegal work, legal operations, or call center leadership within a legal setting.
- Strong understanding of law-firm intake workflows, including lead qualification, prioritization, and attorney handoff.
- Comfort handling live inbound calls and speaking with callers who may be distressed or dealing with urgent matters.
- Ability to document processes clearly and convert a messy workflow into a structured, repeatable system.
- Experience managing work across several practice areas or client accounts at once.
- Self-sufficient working style suited to a remote environment with limited day-to-day oversight.
- Excellent written and spoken communication skills, with strong attention to detail.
Nice-to-have experience
- Hands-on experience with legal CRM or intake tools such as Clio, Litify, Filevine, or Lead Docket.
- Familiarity with call tracking or call center systems such as CallRail, Five9, or similar platforms.
- Exposure to AI voice agents or automation tools in a legal or call center environment.
- Experience launching or scaling an intake function from the ground up.
Benefits
- Medical, dental, and vision coverage.
- Company-sponsored 401(k) with matching contributions.
- Flexible scheduling, with freedom to work when and where you are most productive as long as deliverables are met.
- Up to $500 reimbursement for pet adoption fees or vaccinations.
- Technology stipend to help cover equipment setup.
- Professional development opportunities.