Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Outbound Calls Cross-Functional Collaboration KPI Reporting Call Recording Escalation Management Operational Excellence Call Center Experience Conversion Tracking Customer Success Management Shift Scheduling Microsoft Dynamics CRM Internal Documentation Process Improvement Conflict Resolution

Other Skills

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Team Leadership
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Coaching
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Training And Development
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Customer Service
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Quality Assurance
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Problem Reporting
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Communication
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Teamwork
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Detail Oriented
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Goal-Oriented
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Problem Solving

Roles & Responsibilities

At least 2 years of experience in team leadership or supervisory roles
At least 1 year of experience in handling inbound and outbound calls
Proven background in legal intake, customer service, or client success
Familiarity with CRM systems, QA tools, and call monitoring

Requirements:

Lead and support a team of Legal Intake Specialists to meet team goals
Monitor call metrics, conversions, and quality to drive performance
Coach team members through regular feedback, QA reviews, and training
Step in on escalated cases or client issues when needed

LegalMatch

Legal Services

About LegalMatch

LegalMatch was established in 1999 as a free, Web-based exchange to help individuals and small businesses make educated decisions when choosing a lawyer. Today, LegalMatch is the industry leader in legal marketing through our attorney/client matching services and is the best way to find the right lawyer. We are the premier marketing partner providing Legal Marketing Services for the solo and small firm attorney. Powered by leaders in engineering, law, membership services, marketing and administration, LegalMatch operates in all 50 states, and has developed a comprehensive team of legal marketing specialists that serve both consumers and the legal profession. The company is based in San Francisco, CA with offices in Austin, TX, Las Vegas, NV, and Reno, NV. "LegalMatch helps clients find the right attorney and attorneys effectively market their practice."

Company type: SME

Industry: Legal Services

Founded: 2018

Company size: 51 - 200

Website LinkedIn See all jobs →

Job description

We’re hiring a Team Leader to manage and mentor our Legal Intake Specialists. In this role, you will lead a team responsible for guiding prospective clients through the legal intake process and improving engagement and case conversion. As a Team Leader, you will ensure high performance through coaching, performance tracking, and continuous process improvement—supporting LegalMatch’s mission of making legal help accessible.

Responsibilities:

Lead and support a team of Legal Intake Specialists to meet team goals.
Monitor call metrics, conversions, and quality to drive performance.
Coach team members through regular feedback, QA reviews, and training.
Step in on escalated cases or client issues when needed.
Ensure accurate documentation and use of CRM systems.
Drive operational discipline—ensuring reports, blockers, and shifts are managed well.
Collaborate with cross-functional teams to optimize intake processes.
Identify gaps or blockers and recommend improvements.
Maintain a positive, goal-driven team culture.

Requirements

At least 2 years of experience in team leadership or supervisory roles.
At least 1 year of experience in handling inbound and outbound calls.
Proven background in legal intake, customer service, or client success.
Strong ability to coach, motivate, and manage performance.
Familiarity with CRM systems, QA tools, and call monitoring.
Excellent communication and conflict resolution skills.

At LegalMatch Philippines, we offer a dynamic and innovative environment where you can grow and make a real impact in legal tech. Join our team, collaborate with passionate individuals, and take the next step in your career. Apply today!

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