Client Intake Team Lead (Internal Applicants Only)

At Ellis Porter, our goal is to improve the immigration experience for individuals and employers so they can thrive in a smaller world. To do this, we've built a team of dedicated immigration professionals (we call them Porters) who believe passionately in the economic and cultural benefits that immigration provides to America. Porters excel at providing our clients with refreshingly clear guidance, uniquely creative strategies and remarkably responsive service, all while exhibiting genuine empathy and offering a personal touch.

Immigration law is very complex and full of constant challenges, but the Ellis Porter team embraces the grind because we love what we do, who we do it with, and we find great satisfaction in knowing that our work positively, and intimately, impacts our clients' lives and companies.

Position Summary

The Client Intake Specialist Team Lead oversees daily client intake operations, ensures efficient and accurate processing of new client requests, and acts as a vital link between intake staff, attorneys, and leadership. Key duties include monitoring and updating HubSpot, refining workflows and procedures, leading and supporting intake specialists, resolving complex client inquiries, and facilitating team collaboration. The role emphasizes process improvement, administration, and cross-departmental coordination to deliver seamless client service.

Key Responsibilities 

 Daily Operations & Oversight 

• Oversee the day-to-day operations of the client intake process, ensuring that all new client requests are processed promptly, accurately, and in alignment with established service standards. 

• Monitor Performance Metrics: Track key performance indicators (KPIs) related to intake volume, turnaround time, and quality assurance to identify trends and areas for improvement. 

• Fulfill other duties as needed to support team and organizational goals 
  

Collaboration & Process Development

• Work closely with the Client Intake Team Manager and the Intake Training Coordinator
  to co-develop and refine standard operating procedures (SOPs), workflow enhancements, and training documentation. 

• Engage in ongoing coordination with other team leads and the Client Intake Manager to streamline workflows and align on priorities. 

• Partner with attorneys and department heads to streamline intake workflows, revise retainer agreements, and co-create standardized templates and SOPs with the Intake Training Coordinator and Client Intake Manager that promote consistency and efficiency across teams. 

Team Leadership & Support: 

• Serve as the primary escalation contact for sensitive or complex client inquiries, resolving issues with professionalism, empathy, and a client-first mindset. 

• Act as a go-to resource for Client Intake Specialists
  once out of training, offering real-time support, answering procedural questions, and reinforcing best practices to ensure team confidence and accuracy. 

Communication & Coordination: 

• Promptly communicate urgent updates and action items to the Client Intake Manager to ensure timely execution and resolution. 

Required Qualifications 

• 1+ years of experience in client intake, legal operations, or customer service. 

• Familiarity with immigration law or legal intake processes is highly beneficial. 

• Demonstrated experience in training new team members, effectively managing multi-team lead assignments, delegating tasks asynchronously, and offering timely support and guidance to intake specialists. 

• Proficiency in CRM systems (e.g., HubSpot), Microsoft Outlook, and document management tools. 

• Proven ability to support a team, including organizing training sessions, answering procedural questions, and reinforcing best practices. 

• Strong interpersonal skills with the ability to collaborate across departments, especially with attorneys and department heads. 

Core Competencies 

• Emotional Intelligence: High level of empathy, patience, and professionalism when dealing with clients and team members. 

• Adaptability: Comfortable navigating change management, such as transitioning systems (e.g., from Outlook to HubSpot) or implementing new intake queues and workflow. 

• Critical Thinking: Ability to solve problems independently, manage competing priorities, and make sound decisions under pressure. 

Compensation: $52,000+ (Based on Experience)