Intake Team Lead

Intake Team Lead

Zinda Law Group is looking for an Intake Team Lead to help run a high-performing, metrics-driven intake team while continuing to perform hands-on intake work at a high level.

The Intake Team Lead will spend approximately 70% of their time performing Intake Specialist work, including potential client calls, follow-ups, sign-ups, documentation, and pending intake management. The remaining 30% of the role will support the Intake Manager through training, coaching, issue escalation, reporting, auditing, and process improvement.

The role is in-person, reports to the Intake Manager, and requires the ability to work rotating weekends, remotely, as needed.

About Zinda Law Group

Our mission is simple: Justice for All. Life-Changing Results.

Zinda Law Group is a rapidly growing personal injury law firm committed to helping people during some of the most difficult moments of their lives. Our intake team is often the first interaction a potential client has with the firm. That means this role plays a critical part in making sure every potential client is heard, helped, and guided through the process with professionalism, compassion, and urgency.

Key Responsibilities

• Conduct potential client calls and sign-ups at a consistently high level.
• Build rapport with potential clients and gather accurate case information.
• Complete daily defined work, including callbacks, wanted PC follow-ups, intake form updates, follow-up scheduling, and pending intake management.
• Follow current SOPs for intake criteria, rejection letters, referrals, and related communications.
• Maintain accurate and complete documentation in Zinda's propriety systems.
• Model strong communication, professionalism, urgency, and attention to detail.

Team Leadership and Support

• Serve as a real-time resource for Intake Specialists throughout the day.
• Assist with difficult calls, escalations, and complex potential client situations.
• Provide coaching, feedback, and support to intake team members.
• Help lead new hire training, shadowing, call review, and team training sessions.
• Spot-check defined work for accuracy, completion, and SOP compliance.
• Escalate repeated quality, performance, attendance, or process issues to the Intake Manager.
• Assist with team member 1:1s and feedback conversations as requested.

Reporting and Process Improvement

• Assist with daily, weekly, and monthly intake reporting.
• Support audits related to ICMs, sign-ups, close rates, rejection letters, pending intakes, violations, and other key metrics.
• Help maintain the intake issue log and escalate unresolved issues.
• Identify trends, training gaps, process breakdowns, and improvement opportunities.

Required Qualifications

• 2+ years as an Intake Specialist, legal intake professional, call center representative, sales representative, or similar client-facing role.
• College degree.
• Legal experience preferred, but not required.
• Strong performance in a metrics-driven environment.
• Excellent phone, communication, and active listening skills.
• Ability to build rapport quickly with potential clients.
• Strong attention to detail and documentation habits.
• Ability to follow SOPs and help others follow them.
• Strong organization and multitasking skills.
• Comfort using or learning systems such as Outlook, Teams, RingCentral, Box and other proprietary tools.
• Bilingual English/Spanish preferred.

Ideal Candidate

• Leads by example.
• Stays calm under pressure and is comfortable in a fast-paced environment.
• Communicates clearly and professionally.
• Coaches peers respectfully and directly.
• Takes ownership of follow-up and defined work.
• Cares about data, quality, and continuous improvement.
• Aligns with the firm's mission and core principles.

Core Principles

The Intake Team Lead is expected to model the firm's core principles:

• Excellence Always
• We All Take Out the Trash
• Data-Driven Decisions
• We Outwork Our Opponents

Compensation and Benefits

Zinda Law Group offers competitive compensation commensurate with experience, along with benefits that may include:

• Paid time off
• Medical, vision, and dental insurance
• Simple IRA with up to 3% company match
• Ongoing training and mentoring
• Opportunities for growth and advancement within the firm

Zinda Law Group is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected status as required by applicable law.

By submitting this application, I understand Zinda Law Group may use review publicly available information about me in order to assess my suitability for employment.