Legal Intake & Client Engagement Manager

Legal Intake & Client Engagement Manager– New York (3 years of experience)

📍 Location: New York, New York (On-site)

About the Role:

We are seeking a proactive and persuasive Legal Intake & Client Engagement Manager to lead and refine our client intake operations. This role requires a confident communicator who can build trust with potential clients, oversee intake workflows, and guide junior team members. The right candidate will balance professionalism with empathy, ensuring every client feels supported while also driving efficiency and accountability across the intake process.

Responsibilities:

Client Communication & Outreach

• Oversee incoming and outgoing intake activities to ensure timely, empathetic communication.
• Screen and qualify inquiries to determine case fit within firm practice areas.
• Persuasively and professionally guide prospective clients toward scheduling attorney consultations.
• Direct outreach strategies (phone, email, text) and manage call list priorities to maximize conversions.

Process & Quality Oversight

• Monitor intake calls and communications for accuracy, professionalism, and client care.
• Audit and maintain data in the case management system.
• Review performance metrics, prepare reports, and recommend improvements to increase intake efficiency.
• Continuously refine workflows and procedures to improve client experience and team productivity.

Team Leadership & Training

• Train, mentor, and support intake team members to ensure consistent performance and quality.
• Provide leadership and direction to intake staff, ensuring alignment with firm goals.
• Coordinate between attorneys and intake specialists to maintain smooth client transitions.
• Foster a culture of accountability, empathy, and solutions-focused service.

Operational & Administrative Support

• Assist with client scheduling, reminders, and attorney calendar coordination.
• Support document collection, file management, and confidential record-keeping.
• Collaborate with marketing on client outreach strategies and partnership initiatives.

Qualifications & Skills:

• 3 years of experience in legal intake, client services, or team management (law firm experience preferred).
• Persuasive communicator — able to build trust, ease concerns, and guide clients to take action with empathy and professionalism.
• Strong leadership skills, with experience mentoring or managing team members.
• Organized and detail-oriented, with the ability to manage multiple priorities effectively.
• Skilled at evaluating processes, improving workflows, and maintaining quality control.
• Proficient in Microsoft Office Suite, spreadsheets, and CRM/case management tools (Clio Grow or similar preferred).
• Professional, empathetic, and solutions-driven approach to client interactions.
• Comfortable working in a fast-paced, high-volume environment while meeting performance goals.

Compensation & Benefits

• Salary: $55k - $65k/year, based on experience discretionary Bonus
• Health, vision, and dental insurance
• Paid time off, including federal and firm holidays
• 401(k) retirement plan