Intake Manager / Trainer

At Tort Experts, we are redefining the landscape of performance marketing in the legal sector. Our mission is to democratize access to information for individuals who have been injured, connecting them with law firms that can truly advocate for their rights and achieve successful outcomes. As an innovative, vertically integrated legal case acquisition marketing company, we leverage cutting-edge technology, data-driven insights, and a commitment to transparency to disrupt the status quo.

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.

• →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.

• 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.

• 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.

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.