Client Intake & CRM Lead Manager (Hybrid)

Lawhive; United States; Hybrid; USD 43,000 - 70,000; Full time

Job summary

Woodstock Legal Services is partnering with Lawhive to deliver enhanced client intake operations. The Client Intake Manager will own lead categorisation, allocation and SLA performance, acting as the bridge between Marketing and Lawyer Success.

The role also provides first-line triage of client complaints in partnership with Compliance. Key responsibilities include managing inbound leads in HubSpot, building dashboards, and maintaining accurate lead data while coordinating with compliance and

Qualifications

• Experience in a customer service, client operations, or lead management role, ideally client-facing.
• Strong working knowledge of HubSpot (or a comparable CRM), including dashboard/reporting build.
• Ability to collaborate across Marketing, Lawyer Success and Compliance.
• Process-minded: able to design and document a workflow, not just follow one.
• Clear, calm communicator, particularly under time pressure (SLA-driven environment).

Responsibilities

• Lead Management: Review all inbound leads in HubSpot and categorise/allocate appropriately; act as first point of contact and ensure SLA acknowledgement.
• HubSpot and Reporting: Build and maintain dashboards showing response times, lead source conversion rates, and pipeline stalling points; report monthly on lead quality and allocation.
• Working with Lawyer Success: Understand lawyer capacity so allocation reflects real availability; maintain handover process from Marketing to Lawyer Success.
• Complaints and Compliance: Act as first point of contact for client complaints and log/categorise; escalate per defined process.

Skills

HubSpot

CRM

Lead management

Customer service

Cross-department collaboration

Process design

SLA management

Job description

Woodstock Legal Services is partnering with Lawhive to deliver enhanced client intake operations. The Client Intake Manager will own lead categorisation, allocation and SLA performance, acting as the bridge between Marketing and Lawyer Success.

The role also provides first-line triage of client complaints in partnership with Compliance. Key responsibilities include managing inbound leads in HubSpot, building dashboards, and maintaining accurate lead data while coordinating with compliance and