Intake Team Lead

Location: Ciudad Nezahualcoyotl

J&Y Law is seeking an experienced, results-driven Intake Team Lead to oversee and support our growing Intake Department. This leadership role is responsible for coaching, developing, and managing Intake Specialists while ensuring exceptional client service and strong conversion performance.
The ideal candidate is a motivated leader with a proven track record in legal intake, call center management, or client intake operations. This individual must be highly organized, data-driven, and capable of leading a remote team while maintaining accountability and performance standards.
Responsibilities
Lead, coach, and develop a team of Intake Specialists.
Monitor daily call performance, conversion rates, and intake metrics.
Conduct regular quality assurance reviews and provide constructive feedback.
Assist with onboarding and training new team members.
Ensure compliance with firm policies, procedures, and client service standards.
Monitor schedules, attendance, and team coverage.
Identify workflow improvements and implement best practices.
Collaborate with attorneys, management, and department leaders to optimize intake operations.
Handle escalated client concerns and assist with complex intake matters.
Prepare and present performance reports and departmental updates.
Qualifications
Minimum 3 years of experience in legal intake, call center leadership, or team management.
Personal injury law experience preferred.
Prior supervisory or leadership experience required.
Strong communication and coaching skills.
Experience managing KPIs and performance metrics.
Proficiency with CRM systems, Microsoft Office, Teams, and other technology platforms.
Ability to effectively lead and motivate a remote team.
Strong organizational and problem-solving skills.
Key Performance Indicators (KPIs)
Team conversion rates
Lead response times
Client satisfaction
Quality assurance scores
Attendance and scheduling compliance
Team productivity and performance metrics

What We Offer
Fully Remote Position
Competitive Compensation
Health, Dental, and Vision Benefits
Paid Time Off and Paid Holidays
Growth and Advancement Opportunities
Supportive and Collaborative Team Environment
Why Join J&Y Law?
At J&Y Law, we are committed to delivering exceptional client service while fostering a culture built on:
Client Service
Quality Work Product
Continuous Improvement
Teamwork
Respect
Loyalty
If you are a passionate leader who thrives in a fast-paced environment and enjoys helping teams succeed, we encourage you to apply.