Legal Mass Tort Intake Trainer & Coach

Tort Experts; United States; Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical insurance (Aetna)

Dental insurance (Guardian)

Vision insurance (Guardian)

401k match up to 6%

Unlimited PTO

Wellhub wellness program

Home office budget

Forever remote work environment

HSA/FSA company match

Job summary

Tort Experts is a remote-first team redefining legal marketing by connecting claimants with top law firms. The Intake Manager/Trainer will lead training and coaching for agents, ensure effective call handling, and maintain training materials across multiple platforms.

Ideal candidates have mass tort intake experience, strong technical skills, and a proven ability to coach others while adapting to evolving case criteria and processes.

Qualifications

• Legal mass tort intake experience is required.
• Strong technical proficiency navigating multiple screens and software applications.
• 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.
• Strong communication, organization, problem-solving, and coaching skills.
• Availability to work evening and weekend shifts.
• Experience with Five9, Balto, Salesforce, or comparable platforms is preferred.

Responsibilities

• Train and onboard new hires on intake procedures, systems, communication skills, and case qualification requirements.
• Provide ongoing coaching through call shadowing, call reviews, and constructive feedback.
• Assist agents during assigned shifts by answering questions, reinforcing procedures, and escalating issues when needed.
• Handle inbound and outbound intake calls while maintaining accurate records and meeting quality and performance standards.
• Track training progress and work with intake leadership to address performance gaps.
• Create and maintain training materials, reference guides, FAQs, and call support resources.
• Help update system guidance and coaching playbooks as processes and case criteria change.

Skills

Legal mass tort intake experience

Technical proficiency

Multitasking

Communication

Coaching

Learning new systems

Evening/weekend availability

Five9 / Balto / Salesforce

Tools

Five9

Balto

Salesforce

Job description

Tort Experts is a remote-first team redefining legal marketing by connecting claimants with top law firms. The Intake Manager/Trainer will lead training and coaching for agents, ensure effective call handling, and maintain training materials across multiple platforms.

Ideal candidates have mass tort intake experience, strong technical skills, and a proven ability to coach others while adapting to evolving case criteria and processes.