[Hiring] Intake Manager / Trainer @Tort Experts

Role Description

We are seeking a highly technically proficient Intake Manager / Trainer with legal mass tort intake experience to train and develop intake advocates, coach performance, and support daily intake operations. You will own the onboarding of new advocates from their first day to full production, serve as a go-to resource for case criteria and escalations during your shifts, and work closely with intake leadership on team performance goals. This hands-on role requires strong multitasking skills and confidence working across multiple screens and software platforms at once.

Schedule:

• Evening and weekend availability required; exact shifts TBD

What you'll do

• Own the training and onboarding of assigned new-hire groups, taking them from intake procedures, systems, and communication skills through case qualification requirements and into full production.
• Provide ongoing coaching through call shadowing, call reviews, and constructive feedback, shared across the management team.
• Hold regular 1:1s with assigned advocates, documenting goals, progress, and coaching notes in our manager coaching workbook.
• Partner with QA to review evaluations, turn QA findings into coaching, and make sure advocates correct returned records (inaccurate data, incorrect dates or addresses, improperly signed retainers).
• Support advocates live during assigned shifts by answering questions, reinforcing procedures, and helping them complete difficult intakes on the call.
• Act as an approver in the intake escalation chain for ambiguous case-type and criteria questions, applying firm criteria accurately and consistently.
• Handle inbound and outbound intake calls as needed while maintaining accurate records and meeting quality and performance standards.
• Track training progress and performance metrics, identify gaps early, and document performance concerns and improvement plans with intake leadership.
• Contribute to performance reviews by providing input on assigned advocates.
• Work toward team and individual OKRs set with intake leadership.
• Create and maintain training materials, reference guides, FAQs, and call support resources, including online course content.
• Update system guidance and coaching playbooks as processes, case types, and law-firm criteria change.
• Help advocates adopt new systems and tools, including our transition to Salesforce and the AI tools the team uses for criteria and call support.

Qualifications

• Legal mass tort intake experience is required.
• Strong working knowledge of mass tort case qualification, including how to apply firm-specific criteria and tell a disqualification from a turn-down.
• Strong technical proficiency, including the ability to navigate multiple screens, software applications, and workflows simultaneously.
• Strong multitasking skills while maintaining accuracy during calls, documentation, and agent support.
• Ability to learn new systems quickly, troubleshoot routine issues, and clearly teach system workflows to others.
• Proven coaching skills, including giving direct, constructive feedback and holding people accountable to performance standards.
• Strong communication, organization, problem-solving, and documentation skills.
• Comfort using AI tools to support daily work and training.
• Availability to work evening and weekend shifts.
• Experience with Salesforce, Five9, Balto, Rippling, or comparable platforms is preferred.

Requirements

• Applicants must have at least two years of experience as a legal intake trainer, in addition to the required mass tort experience.
• External hires must complete our intake training program to learn our systems, workflows, and case qualification requirements.
• During the first 90 days, external hires will spend approximately 50% of their time handling intake calls and 50% training and assisting agents. This builds practical knowledge of our systems and processes while supporting the team.

Benefits

• Uncapped quarterly profit-sharing bonuses based on company performance.
• 100% company-paid monthly premiums for Fortune 500 level quality insurance plans for you and any/all dependents (US based employees):
• medical (Aetna)
• dental (Guardian)
• vision (Guardian)
• 100% company match on any employee contributions to either HSA or FSA flex benefits plans (US based employees):
• $500 free FSA company contribution, even if $0 employee contribution.
• 401k plan with full company match of up to 6% of salary and no vesting period required (US based employees).
• Unlimited paid time off with planned role/responsibilities coverage.
• Wellhub wellness benefit — access to 20,000+ gyms, studios, and wellness apps, fully covered by the company.
• Work from home equipment budget (at company's discretion).
• Forever remote work environment.

Company Description

At Tort Experts, we believe in empowering our team members with growth opportunities, a flexible work environment, and the chance to make a tangible impact. If you thrive in fast-paced environments and are driven, client-focused, and eager to contribute to our mission of connecting clients with top-tier legal representation. Are you ready to lead the next wave of growth in legal marketing? Apply today and help us transform access to justice!