Legal Intake Manager

Job Description:

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We're looking for a Legal Intake Manager to help us build and run a new intake function at MeanPug. This is a ground-floor opportunity to shape how we deliver intake support to our law firm clients, starting with hands-on pilot workflows and growing into a fully managed service over time.

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This isn't a call center agent role. We need someone who understands the intake process deeply, can design and document workflows, and is comfortable being both the builder and the operator in the early stages. You'll collaborate closely with our AI Enablement Specialist to integrate voice and automation tools into the intake process as it matures.

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What You'll Do

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• Design, document, and implement intake workflows for law firm clients, covering inbound call handling, lead qualification, and handoff to the client's legal team  
• Handle overflow inbound calls directly during the pilot phase, running intake conversations with potential clients on behalf of law firms  
• Develop intake scripts, qualification criteria, and escalation protocols tailored to each client's practice area and intake standards  
• Build out quality assurance processes to ensure intake conversations meet client expectations and legal industry standards  
• Partner with our AI Enablement Specialist to identify where voice agents and automation can support or extend the intake function  
• Track and report on intake performance metrics including call volume, qualification rates, conversion rates, and handoff quality  
• Identify gaps in the intake process and proactively recommend improvements to both the workflow and the technology stack  
• Serve as the internal subject matter expert on legal intake best practices across personal injury, criminal defense, family law, and other practice areas

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Requirements

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• 3 to 5 years of experience in legal intake, case management, paralegal work, legal operations, or call center management in a legal environment  
• Deep familiarity with the intake process at a law firm, including how leads are qualified, prioritized, and handed off to attorneys  
• Comfortable handling live inbound calls and running intake conversations with people who may be in distress or in urgent situations  
• Strong process documentation skills, you can turn a messy workflow into a clean, repeatable system  
• Experience working across multiple practice areas or client accounts simultaneously  
• Comfortable working independently in a remote environment with minimal oversight  
• Strong written and verbal communication skills with high attention to detail

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Bonus Skills (nice To Have)

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• Experience with legal CRM or intake platforms such as Clio, Litify, Filevine, or Lead Docket  
• Familiarity with call tracking or call center platforms such as CallRail, Five9, or similar  
• Exposure to AI voice agents or automation tools in a legal or call center context  
• Experience building or scaling an intake function from scratch

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Benefits

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• Medical, dental, and vision insurance  
• Company-sponsored 401(k) with matching  
• Flexible work schedule, work when and where you're most productive as long as deliverables are met  
• Up to $500 reimbursement for pet adoption fees or vaccinations  
• Technology stipend for equipment setup  
• Professional development opportunities