Intake Manager and Trainer

About the role

We are seeking a highly technically proficient Intake Manager / Trainer with legal mass tort intake experience to support new hire training, ongoing coaching, and daily intake operations. This hands-on role requires strong multitasking skills and confidence working across multiple screens and software platforms simultaneously.

Schedule: Evening and weekend availability required; exact shifts TBD

What you'll do

• Train and onboard new hires on intake procedures, systems, communication skills, and case qualification requirements.
• Provide ongoing coaching through call shadowing, call reviews, and constructive feedback.
• Assist agents during assigned shifts by answering questions, reinforcing procedures, and escalating issues when needed.
• Handle inbound and outbound intake calls while maintaining accurate records and meeting quality and performance standards.
• Track training progress and work with intake leadership to address performance gaps.
• Create and maintain training materials, reference guides, FAQs, and call support resources.
• Help update system guidance and coaching playbooks as processes and case criteria change.

Qualifications

• Legal mass tort intake experience is required.
• 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.
• Strong communication, organization, problem-solving, and coaching skills.
• Availability to work evening and weekend shifts.
• Experience with Five9, Balto, Salesforce, or comparable platforms is preferred.

Qualifications Requirements and Onboarding

• 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 ensures practical knowledge of our systems and processes while supporting the team.

Benefits

• 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

Why Join Us?

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!

Please note that you may receive emails on behalf of Tort Experts from [email protected]. This is not spam and has been sent from our HR/Payroll system, Rippling.

If you are selected to move forward in the process, we will contact you directly. We kindly ask that you do not reach out to inquire about the status of your application. Due to the volume of submissions, we are unable to respond to individual application status requests.

AA/EEO Statement:

Tort Experts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This applies to all terms and conditions of employment.