Remote Member Intake Manager

LegalShield; United States; Remote; USD 40,000 - 69,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Paid time off and holidays

Paid parental leave

IDShield/LegalShield membership

Job summary

LegalShield is seeking a Manager, Member Intake to lead a virtual team of Intake CSRs across the United States. You will manage real‑time queue activity, coach for performance, and drive adherence to intake frameworks to deliver a consistent member experience.

This hands‑on leadership role requires active participation in queue management, ongoing coaching, and collaboration with QA, HR, and operations to develop the team's capabilities and KPIs.

Qualifications

• 3+ years in a contact center or member services environment with supervisory/leadership experience
• Experience with real-time queue management and live-call monitoring
• Strong communication skills and ability to coach with empathy and accountability

Responsibilities

• Monitor live queue activity and balance staffing to meet service levels
• Conduct live call monitoring and provide coaching after observations
• Maintain individual development plans (IDP) for direct reports and conduct regular 1:1s
• Own performance management and escalate systemic issues with data-driven actions
• Lead daily huddles and act as the real-time escalation point for complex calls

Skills

Real-time queue management

Coaching & development

Team leadership

Data analysis & KPI tracking

QA & call monitoring

Education

Bachelor’s degree or equivalent

Tools

Workday

CRM systems

QA tooling

Job description

LegalShield is seeking a Manager, Member Intake to lead a virtual team of Intake CSRs across the United States. You will manage real‑time queue activity, coach for performance, and drive adherence to intake frameworks to deliver a consistent member experience.

This hands‑on leadership role requires active participation in queue management, ongoing coaching, and collaboration with QA, HR, and operations to develop the team's capabilities and KPIs.