Customer Success Specialist

Job Title: Inbound Lead & Client Success Specialist Job Modality: 100% Remote Employment Type: Full-Time Industry: Personal Injury Law Working Hours: Monday–Friday, 9:00 AM–5:00 PM CST Salary: $1,000 - $1,300 USD per month About the Client Our client is a personal injury law firm committed to providing responsive, professional, and client-focused legal support. The firm is growing its team and looking for an Inbound Lead & Client Success Specialist who can manage prospective client inquiries, conduct legal intake, and ensure every lead receives timely and professional attention. About the Role We are looking for a proactive, persistent, and highly organized Inbound Lead & Client Success Specialist to join Global Team and work directly with our client. In this role, you will serve as the first point of contact for prospective clients, respond to inbound leads, conduct intake interviews for personal injury matters, and maintain consistent communication throughout the initial client journey. You will work closely with the firm’s Partner to qualify potential cases, coordinate appointments, manage follow-ups, and maintain accurate CRM records. The ideal candidate is experienced, self-sufficient, client-focused, and comfortable balancing empathy with a results-oriented approach. Technical Expertise Previous intake experience at a personal injury law firm is required. Experience handling and qualifying inbound leads. Understanding of personal injury intake processes and case-screening criteria. Proficiency with CRM or legal case management systems. Strong appointment scheduling and follow-up management skills. Ability to maintain organized, complete, and confidential client documentation. Professional-level spoken English with clear, easily understood pronunciation. Professional fluency in English and Spanish. Ability to work from a quiet, private, and sound-isolated environment suitable for confidential client calls. Key Responsibilities Respond to inbound leads within established response-time standards. Handle and screen inquiries from prospective personal injury clients. Conduct detailed intake interviews and gather relevant case information. Determine whether potential matters meet the firm’s initial qualification criteria. Communicate with prospective clients professionally, clearly, and empathetically. Build trust and maintain strong relationships throughout the intake process. Schedule consultations and appointments accurately. Conduct persistent and professional follow-ups with prospective clients. Maintain the CRM daily with complete and accurate information. Track all active leads, intake processes, appointments, and deadlines. Ensure no qualified opportunities or required follow-ups are missed. Escalate urgent or qualified matters to the Partner promptly. Protect confidential client information and follow the firm’s procedures. Support a smooth transition from prospective lead to active client when applicable. Required Skills and Experience Prior intake experience at a personal injury law firm. Experience in inbound lead management, client success, intake, or a similar client-facing position. Professional fluency in English and Spanish. Strong verbal and written communication skills. Excellent attention to detail and organizational abilities. Confidence handling sensitive and emotionally difficult conversations. Strong relationship-building and client service skills. Ability to work independently with minimal supervision. Ability to prioritize urgent matters and manage multiple active processes. Reliable internet connection and a private, sound-isolated workspace. Must be located within one hour of the U.S. Central Time Zone. Bonus Points For Experience converting qualified personal injury leads into signed clients. Familiarity with legal CRM or case management platforms. Experience supporting a U.S.-based personal injury law firm remotely. Knowledge of personal injury terminology and common case types. Previous client success, sales support, or lead conversion experience. PTO and Benefits PTO, paid holidays, commissions, incentives, and additional benefits are to be determined. What We Offer Competitive compensation based on experience. A long-term, fully remote opportunity. Direct collaboration with firm leadership. A professional and client-centered work environment. International experience with a U.S.-based personal injury law firm. Opportunities to strengthen your legal intake and client success expertise.