Intake Supervisor

Description

Summary: Seeking an experienced, results-driven Bilingual Intake Supervisor to lead, coach, and support the Intake team, ensuring an exceptional prospective client experience and strong Intake results. Highlights: 1. Lead, coach, and support the Intake team in a high-performance environment. 2. Make a real impact in clients’ lives and help people find solutions. 3. Opportunity for professional and personal growth with a supportive team. **About Sussman Law Firm, PLLC** Sussman Law Firm, PLLC is located in Charlotte, North Carolina and offers legal services primarily in the areas of family and immigration law. However, we also handle a variety of other matters. We are not your typical law firm. We are poised for aggressive growth, and we are seeking an experienced, results\-driven **Bilingual Intake Supervisor** who can lead, coach, and work alongside our Intake team to deliver an exceptional prospective client experience and drive strong Intake results. **Our Culture** At Sussman Law Firm, PLLC, we believe great work starts with a strong team. We foster an environment where employees are empowered to make a real impact in clients’ lives every day. We value accountability, ownership, and collaboration. Every team member—regardless of role—is respected, supported, and encouraged to grow professionally and personally. This is a high\-performance environment. We work hard, hold ourselves to high standards, and take pride in doing things the right way. The work is challenging—but it is also meaningful, rewarding, and growth\-oriented. If you are looking for a role where you will be pushed to grow, supported by a strong team, and make a difference in people’s lives, you will fit right in. If you are hired, you will be part of a wonderful team of people who work hard to get the job done right the first time and take pride in the work that they do. You will be part of a team that is rewarded for their hard work. Is this going to be an easy job? No. It might be the biggest challenge of your life. However, it is our belief that anything really great is worth working hard for and that our greatest growth comes from our biggest challenges. You will be challenged as a **Intake Supervisor**, but you will grow, create new experiences, and have fun along the way. More importantly, you will find great joy in helping people find solutions in the areas of their lives that matter most! **The Job** The **Intake Supervisor** plays a critical role in ensuring prospective clients receive timely, professional, compassionate, and conversion\-focused service from their first interaction with the Firm. As a working supervisor, this position leads, coaches, and supports the Intake team while remaining hands\-on in Intake operations as needed. The **Intake Supervisor** monitors lead handling, follow\-up, consultation scheduling, call quality, and performance results while ensuring employees consistently follow Firm procedures and service standards. This role is ideal for an experienced supervisor who is organized, results\-driven, and passionate about developing employees, improving performance, and creating an exceptional prospective client experience. **Compensation starting at $1,500/month \+ Bonus Potential** **Key Responsibilities** * Provide day\-to\-day leadership, coaching, and support to the Intake team, setting clear expectations for performance, quality, and accountability. * Work alongside the Intake team and provide hands\-on support with prospective client inquiries, follow\-up, and telephone coverage as needed. * Ensure adequate Intake coverage and coordinate workloads and assignments to maintain timely, responsive service. * Monitor prospective client inquiries, lead response, and follow\-up to ensure opportunities are handled promptly and consistently. * Audit recorded calls for professionalism, empathy, accuracy, conversion efforts, and compliance with Firm procedures. * Provide ongoing coaching and feedback to strengthen call quality, lead handling, consultation scheduling, and conversion performance. * Monitor Intake KPIs, including lead activity, response times, consultations, show rates, fees collected, and conversions, and identify opportunities for improvement. * Lead recurring Intake meetings and ensure priorities, action items, and deadlines are clearly communicated, tracked, and completed. * Monitor employee performance, conduct regular check\-ins, and complete performance reviews in accordance with the Firm’s established review process. * Support onboarding, training, cross\-training, and ongoing development of Intake employees. * Identify recurring workflow, service, or performance issues and implement improvements to strengthen Intake operations and results. * Collaborate with Sales, Marketing, Front Desk, and management to improve lead handling, the prospective client experience, and overall conversion results. * Perform other duties as assigned. **Required Qualifications** * **Fluent in English and Spanish**. * Bachelor’s degree in Business, Management, Communications, or a related field preferred. Equivalent education and relevant professional experience may be considered. * Prior supervisory experience required, preferably in intake, sales, client service, call\-center operations, or another customer\-facing environment. * Demonstrated leadership and coaching skills, including the ability to effectively supervise, engage, develop, and hold accountable geographically distributed employees working remotely. * Experience in intake, sales, client service, business development, or related customer\-facing operations. * Excellent written and verbal communication skills. * Strong organizational skills with the ability to manage multiple priorities and deadlines. * Strong analytical and problem\-solving skills, including interpreting performance metrics and trends. * Comfortable reviewing recorded calls and coaching employees on call performance. * Experience with CRM and other business systems used for lead management, intake workflows, call handling, consultation scheduling, reporting, and conversion tracking. * Sound judgment, professionalism, confidentiality, and a team\-oriented approach in a fast\-paced environment. **Key Success Factors** * Sets clear expectations, coaches effectively, and promotes accountability. * Anticipates operational needs and maintains appropriate Intake coverage, priorities, and deadlines. * Promotes timely, professional, empathetic, and conversion\-focused service throughout the prospective\-client experience. * Uses call\-quality reviews, KPIs, and performance trends to coach employees and continuously improve Intake results. * Communicates clearly, follows through, and promotes effective collaboration across Intake, Sales, Front Desk, Marketing, and other applicable functions.