Lead Intake Specialist – Closer

About the role

This is a leadership role for a seasoned intake specialist who will coach team members while keeping quality and performance standards high. The position reports to the Intake Manager and acts as a bridge between the Intake team and other departments so that communication, execution and client experience stay aligned as the firm grows. Candidates from LATAM are welcome to apply.

Key responsibilities

• Act as the main point of contact for Intake team members on ownership changes, intake questions and internal processes.
• Review intake calls and recordings to check quality, compliance and consistency with firm standards.
• Audit My Team Kinetics (MTK) intakes for accuracy, completeness and proper documentation.
• Analyze intake performance data, call metrics and conversion trends to find gaps, fix issues and drive improvements.
• Hold regular one-on-ones focused on performance feedback, coaching and professional development.
• Lead team meetings on training, quality improvement and adapting to process or strategy changes.
• Work with Pre-Litigation and other departments to resolve inquiries and support smooth case transitions.
• Use dialer systems and reporting tools to monitor activity, manage performance and support efficient communication workflows.

Required profile

• Fluency in both English and Spanish, with strong verbal and written communication in each.
• Preferred: experience in a high-volume, fast-paced intake or contact center.
• Preferred: familiarity with dialer platforms such as Zoom.

Required skills

• Proficiency in Salesforce, including managing client records, tracking cases and reviewing performance data.

What we offer

• Eligibility for performance incentives.