Legal Intake Manager

We're looking for a Legal Intake Manager to help us build and run a new intake function at MeanPug. This is a ground-floor opportunity to shape how we deliver intake support to our law firm clients, starting with hands-on pilot workflows and growing into a fully managed service over time.

This isn't a call center agent role. We need someone who understands the intake process deeply, can design and document workflows, and is comfortable being both the builder and the operator in the early stages. You'll collaborate closely with our AI Enablement Specialist to integrate voice and automation tools into the intake process as it matures.

What you'll do

Design, document, and implement intake workflows for law firm clients, covering inbound call handling, lead qualification, and handoff to the client's legal team

Handle overflow inbound calls directly during the pilot phase, running intake conversations with potential clients on behalf of law firms

Develop intake scripts, qualification criteria, and escalation protocols tailored to each client's practice area and intake standards

Build out quality assurance processes to ensure intake conversations meet client expectations and legal industry standards

Partner with our AI Enablement Specialist to identify where voice agents and automation can support or extend the intake function

Track and report on intake performance metrics including call volume, qualification rates, conversion rates, and handoff quality

Identify gaps in the intake process and proactively recommend improvements to both the workflow and the technology stack

Serve as the internal subject matter expert on legal intake best practices across personal injury, criminal defense, family law, and other practice areas