Intake Manager - Boston

Lisinski Law Firm; Medford (MA); On-site; USD 94,000 - 101,000; Full time

Benefits offered by this job

401k Match

Medical, Dental, & Vision Insurance

Health Savings or Flexible Spending (H

Dependent Care FSA

Life Insurance

Disability Insurance

EAP

Calm App Subscription

Job summary

Lisinski Law Firm seeks an Intake Manager to lead a team of Intake Leads and Specialists in delivering high-quality client intake experiences for humanitarian immigration matters.

The role emphasizes end-to-end conversion performance, coaching culture, and strict compliance with CRM and QA standards, across virtual and in-office modalities. Strong leadership and bilingual Spanish/English abilities are essential.

Qualifications

• Highschool diploma required; Bachelor’s degree preferred.
• 3–5 years in a consultative sales role with demonstrated conversion results.
• 2–4 years leading a team.
• CRM performance tracking and documentation proficiency (Litify/Salesforce preferred).
• Phone and video consultation execution to support overflow and service levels.

Responsibilities

• Lead, develop, and hold accountable Intake Leads and Specialists with clear expectations and coaching rhythms.
• Own conversion performance across the full span of control using data to identify gaps and corrective actions.
• Develop Intake Leads as coaches and leaders, observe consultations, evaluate performance, and drive improvement.
• Conduct structured 1:1s with Leads and direct reports on performance and development.
• Review consultations, dashboards, and CRM data to identify patterns and escalation needs.
• Serve as escalation point for complex client situations requiring manager judgment.
• Lead daily team huddles to reinforce priorities and accountability.
• Partner with leadership on performance reporting, staffing, and development priorities.
• Collaborate with Training and QA to translate QA findings into corrective action.
• Manage performance with recognition, PIPs, and decisive action on underperformance.
• Participate in hiring decisions for Intake roles using established criteria.
• Ensure compliance with policies, CRM documentation standards, QA protocols.

Skills

Consultative sales

Team leadership

CRM tracking

Communications (phone/video)

Bilingual (Spanish/English)

Education

High school diploma

Bachelor’s degree preferred

Tools

Litify

Salesforce

Job description

About The Lisinski Law Firm

Since 2020, Lisinski Law Firm has served as a dedicated humanitarian immigration practice committed to providing meaningful support to individuals and families seeking safety, stability, and a path forward. We frequently stand with clients who have been turned away elsewhere, offering both advocacy and care. Joining our Firm means becoming part of a team devoted to keeping families together and “Changing as Many Lives as Possible.”

About the Role

The Intake Manager is accountable for end-to-end conversion performance, coaching effectiveness, and operational execution for an intake team operating in virtual and/or in-office modalities. This role leads and develops Intake Leads and Specialists, builds a disciplined coaching culture, and ensures consistent performance, compliance, and client experience standards. The Intake Manager drives results through data-informed decision-making, hands‑on coaching, and strong accountability systems while serving as a cultural and operational anchor for the team.

Your Key Contributions

• Lead, develop, and hold accountable a team of Intake Leads and Specialists, establishing clear expectations, performance standards, and coaching rhythms.
• Own conversion performance across the full span of control by analyzing performance data, identifying root causes of gaps, and implementing corrective actions with urgency.
• Develop Intake Leads as effective coaches and people leaders by strengthening their ability to observe consultations, evaluate performance, and independently drive improvement.
• Conduct structured 1:1s with Leads and direct reports, reviewing individual and team performance, coaching effectiveness, and development priorities.
• Review consultation recordings, dashboards, and CRM data to identify patterns, coaching opportunities, and escalation needs.
• Serve as the escalation point for complex, sensitive, or high‑stakes client situations requiring manager‑level judgment.
• Lead daily team huddles as applicable to reinforce priorities, review performance, align on execution, and sustain accountability and engagement.
• Partner with leadership on performance reporting, staffing needs, hiring decisions, and organizational development priorities, escalating insights with data and recommended actions.
• Partner with Training and QA to ensure firm standards are reinforced through frontline coaching and QA findings translate into corrective action.
• Manage performance at all levels, including recognition and development of top performers, structured PIPs, and decisive action on persistent underperformance.
• Participate in hiring decisions for Intake Lead and Specialist roles, applying established evaluation criteria and gold‑standard expectations.
• Ensure compliance with firm policies, CRM documentation standards, QA protocols, and operational requirements.
• When required due to volume or coverage needs, step in to conduct consultations, modeling the selling framework and consultation standards expected of all Specialists.

What Makes You a Great Fit

• Highschool diploma required; Bachelor’s degree preferred
• 3-5 years in a consultative sales role with demonstrated, articulable conversion performance results
• 2-4 years previous experience leading a team
• Immigration, legal services, financial services, or consultative professional services experience preferred
• CRM performance tracking and documentation proficiency (Litify/Salesforce preferred).
• Phone and video consultation execution to support overflow volume and maintain service levels as needed.
• Bilingual (Spanish English) B2-C1 Required

Work Schedule

• Monday through Friday, 8:00 AM – 5:00 PM Local Time.

Compensation

The expected salary for this role is $94,000-$101,250, though the final offer will reflect several factors such as your experience, skills, and the role's location and may be outside of this range. Candidates should expect offers that reflect their individual qualifications, experience, and location. The salary provided is directional, and actual compensation may vary.

How You'll Benefit

Lisinski Law Firm provides a comprehensive benefits package that supports the diverse needs ofour employees and their families. We recognize the importance of health and well-beingand are committed to fostering an environment where every team member can feel and perform attheir bes t.

• 401k Match
• Medical, Dental, & Vision Insurance
• Options for Health Savings Account or Flexible Spending Account
• Dependent Care FSA
• Basic Life Insurance
• Voluntary Life & AD&D
• Disability Insurance
• Voluntary Accident Insurance
• Voluntary Hospital Indemnity Insurance
• Employee Assistance Program
• Calm App Subscription

Our Firm

At Lisinski Law Firm, the commitment we show to our clients is matched by how we support and invest in our people. LLF is a place where employees are encouraged by peers, heard by leadership, and strengthened by a genuinely collaborative team culture. Whether you join Marketing, IT, Accounting, Legal, or any other function, your work matters. Every role contributes to meaningful, lasting impact in the lives of those we serve.

Our Values

At Lisinski Law Firm, we are driven by a client obsessed mindset and a commitment to learning, advocacy, efficiency, and nimbleness in everything we do. We work as true team players, delivering creative problem-solving and high‑quality service to support families with excellence and care.