Legal Client Intake Manager

Job Description: Intake Manager

Position Title: Intake Manager
Reports To: Sr. Director of Operations
Location: Remote (National Scope)
FLSA Status: Exempt

About K Altman Law

K Altman Law is a national law firm specializing in Student Defense Advocacy, Special Education Advocacy, Title IX Litigation, and Complex Civil Litigation. We represent students, families, and educators nationwide, with a commitment to protecting educational rights and ensuring access to fair treatment. Our team includes experienced attorneys, credentialed advocates, and professionals with backgrounds in education, administration, and social services. We operate in a fully remote environment, leveraging cutting-edge technology—including HubSpot and Clio—to deliver exceptional client service.

Position Summary

The Intake Manager is responsible for leading, supervising, and optimizing K Altman Law’s intake operation. This role ensures that all incoming inquiries are handled promptly, professionally, and in alignment with the firm’s vetting standards, client service values, and revenue goals. A key focus will be on maximizing HubSpot’s capabilities to manage lead flow, track conversions, generate performance analytics, and automate intake processes. HubSpot development and customization skills are a plus.

Key Responsibilities

Leadership & Team Management

• Supervise a team of intake specialists and call screeners handling 800–1,000+ first-time intake calls weekly.
• Train, coach, and mentor staff to meet performance and conversion goals.
• Ensure team adherence to SPIN-based questioning, emotional engagement, and fact-based vetting criteria.
• Conduct regular 1:1 and team meetings to review performance, address challenges, and reinforce firm values.

Operations & Workflow

• Oversee the full intake lifecycle—from first inquiry to consultation scheduling and engagement close—within HubSpot.
• Implement and maintain HubSpot automation for lead assignment, follow-up reminders, and task tracking.
• Manage coverage schedules to ensure peak performance during high-volume periods.
• Oversee and refine case qualification processes to align with firm strategy.

Performance & Reporting

• Use HubSpot dashboards and reporting tools to monitor KPIs, including:
• Lead-to-consultation conversion rate
• Consultation-to-engagement conversion rate
• Declined cases and reasons
• Client satisfaction scores
• Response times for new inquiries
• Produce weekly and monthly performance reports for leadership.
• Leverage data insights from HubSpot to identify training needs, staffing adjustments, and process improvements.

Technology & Compliance

• Serve as the primary HubSpot power user for the intake team.
• Maintain data accuracy, confidentiality, and compliance with all applicable laws and ethical rules.
• Collaborate with Marketing to improve lead quality, integrate HubSpot with marketing campaigns, and track ROI.
• Ensure seamless integration between HubSpot, Clio, and other firm systems.

Qualifications

• Minimum of 5 years of experience in intake, client services, or sales management in a law firm or professional services environment.
• Proven success managing a high-volume, remote intake or call center operation.
• Strong understanding of law firm business models and conversion-focused intake processes.
• Advanced proficiency with HubSpot CRM (required) and Clio (preferred).
• Experience configuring HubSpot pipelines, custom properties, workflows, and reporting dashboards.
• HubSpot development experience (e.g., custom modules, API integrations, advanced automation) is a plus.
• Exceptional leadership, coaching, and communication skills.
• Analytical mindset with the ability to interpret performance metrics and act on insights.
• Ability to thrive in a fully remote, fast-paced, and results-driven environment.
• Experience with CallRail and RingCentral is a plus.

Core Competencies

• HubSpot Mastery – Optimizes CRM usage to improve conversion rates and client experiences.
• Client Service Excellence – Delivers exceptional client experiences, even in high-pressure situations.
• Team Leadership – Motivates, develops, and retains high-performing team members.
• Data-Driven Decision-Making – Uses CRM analytics to drive operational improvements.
• Process Optimization – Leverages technology to streamline and enhance intake workflows.
• Emotional Intelligence – Balances empathy with objectivity in vetting prospective clients.

Compensation & Benefits

• Competitive salary commensurate with experience.
• Performance-based incentives tied to conversion and revenue goals.
• Comprehensive benefits package including health, dental, vision, and 401(k).
• Fully remote work environment.
• Opportunities for professional development and advancement.

Job Type: Full-time

Pay: $45,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Please state your salary Requirements
• While you can live and work in any US time zone, we require meetings that occur during normal business hours in the Eastern Time Zone. Would be able to accommodate that?
• What experience do you believe qualifies you for this role?

Work Location: Remote