Triage Specialist

About the Role

We're looking for a mission-driven, empathetic, and digitally savvy Triage Specialist to serve as our "digital front door." You aren't just managing an inbox or answering a phone — you are the first point of hope for individuals and families fighting to build a future in the United States.

You'll handle high-volume, concurrent conversations across various social media channels including but not limited to: Meta (Facebook and Instagram), Youtube, WhatsApp, SMS, and phone. Whether a person reaches us through a comment, a chat, or a ringing phone line, your job is to make sure they're greeted quickly, listened to genuinely, and guided to the right place — building trust, protecting our online community, ensuring no call or message goes unanswered, and securing verified contact information so our legal intake team can step in.

This Job Is for You If:

• You're a warm, quick-thinking communicator who thrives in a fast-paced environment and can juggle several conversations at once without losing the human touch.
• You stay calm under pressure and are genuinely energized by helping people — the kind of person who can de-escalate a frustrated caller and make a stranger feel heard within seconds.
• You value personalized replies and understand a human was placed in this role precisely because automated, AI-generated responses feel cold and uninviting.
• You bring experience in customer service, sales, intake, call center, or reception, are comfortable across digital and social platforms, and communicate confidently in both English and Spanish.

About Us

The Law Office of Sharon Abaud is a mission-driven immigration law firm dedicated to providing high-quality, compassionate legal services to immigrants and their families. Guided by our core values — DREAM — we strive to create an exceptional client experience while making a meaningful impact in our community. How you'll live our DREAM values:

• Dedication — Listen to each client's unique story and provide personal attention from their very first message or call.
• Resourcefulness — Find creative solutions to overcome communication barriers and turn cold interactions into warm relationships.
• Empowerment — Help clients confidently take the first step toward a secure future by guiding them clearly through every channel.
• Accountability — Act honestly, manage your pipeline transparently, and take full responsibility for your metrics.
• Mission-Driven — Look past the screen to find opportunity where others see obstacles, fueled by belief in our clients' potential.

Key Responsibilities

Omni-Channel Lead Engagement & Conversion: Manage multiple, concurrent conversations across Meta DM, WhatsApp, and SMS. Communicate organically and with genuine empathy to understand each lead's immigration story, and guide the conversation until a verified phone number is collected.

Phone Reception & Call Management: Serve as the firm's reception line so no call ever goes unanswered. Greet callers warmly, diagnose their needs, and route them to the correct department seamlessly. Act as the team's safety net on overflow calls, capture messages when a team member is unavailable, and follow up on voicemails and missed calls.

Social Media Community Management: Monitor comment sections daily, protect our community and brand by hiding hate speech and spam, and turn interested prospects into DM conversations that capture phone numbers.

Digital Remarketing Outreach: Deploy strategic Meta remarketing to re-engage past leads, crafting creative follow-ups that build trust and encourage them to share their contact details.

Lead Assignment & Routing: Instantly log and assign every collected phone number to the available intake team, ensuring every lead reaches the right person quickly with complete, accurate information.

Requirements

• Fluent, professional communication in both English and Spanish, written and verbal.
• 1+ years in customer service, sales, intake, call center, reception, or a similar high-volume, customer-facing role.
• Proven ability to manage multiple conversations at once while staying organized, accurate, and personable.
• Confidence with digital and social platforms (Meta, WhatsApp, SMS) and general computer/CRM tools.
• A warm, calm phone presence with the ability to greet, diagnose, and route callers professionally.
• High accountability and ownership over your metrics, pipeline, and follow-ups.
• A reliable, distraction-free remote setup with a personal computer, headset, and stable high-speed internet.
• Availability for a full-time, 40-hour weekly schedule, including any assigned coverage hours.

Preferred: Prior experience in a law firm, immigration services, or another mission-driven organization; familiarity with lead management, remarketing, or social media community management; experience with CRM or omni-channel messaging tools.

Benefits

• Competitive Salary & Bonuses — Base salary with performance-based incentives.
• Remote Work — 40-hour, fully remote position.
• Professional Growth — Opportunities for career advancement and skill development.
• Paid Time Off — Vacation days and holidays included.

How to Apply

Email your resume and a brief written statement to HR@abaudlegal.com and n.ramirez@abaudlegal.com explaining why you'd like to work with us, how your experience and personality fit this role, and how you identify with our DREAM core values.

We look forward to meeting candidates who bring energy, heart, and excellence to everything they do.