Intake Supervisor (LATAM)

About Us

Ovation Law Firm is a fast-growing, consumer-focused law firm committed to delivering exceptional legal services while fostering a high-performance, accountable, and supportive workplace. As we continue to scale, we are building strong client-focused systems to ensure consistency, compliance, and an outstanding experience from the very first interaction.

We work closely with partner legal teams to connect injured individuals with the legal support they need, and our intake team plays a critical role in setting the tone for every client relationship.

About The Role: 

We are seeking a proactive, organized, and adaptable Intake Supervisor to support intake operations and help deliver an excellent client experience during an exciting stage of firm growth.

In this role, you will help manage workflows, improve intake performance, and support day-to-day operations in a fast-paced environment where responsiveness, problem-solving, and attention to detail are highly valued.

This position is well-suited for individuals with backgrounds in sales, client relations or intake who are confident communicators, results-driven and comfortable working in dynamic, high-volume environments.

Strong English communication skills are essential for success in this role.

Key Responsibilities: 

Support and guide the daily performance of the intake team to ensure a positive and efficient client experience

Monitor team performance metrics and provide coaching, feedback, and ongoing support for development

Help resolve operational issues and escalations in a timely and professional manner

Collaborate with Operations, QA, and Training teams to improve workflows and intake processes

Ensure intake procedures are followed accurately and consistently in alignment with company standards

Identify opportunities to improve efficiency, communication, and overall team performance

Foster a collaborative, accountable, and solutions-oriented team environment

Within your first 6–12 months, success in this role looks like:

Effectively support team performance and daily intake operations in a fast-paced environment

Identify challenges proactively and contribute practical solutions that improve workflows and client experience

Build strong collaboration and communication across the intake team and partner departments

Maintain high standards of accuracy, responsiveness, and professionalism

Help drive consistency, efficiency, and accountability within the team

Contribute to a positive, supportive, and results-oriented team culture

Qualifications

Over 3 years of leadership experience in sales roles within call center or high-volume operational environments

Proven ability to manage competing priorities effectively in fast-paced settings

Strong coaching, performance management, and problem-solving skills

Experience analyzing KPIs and using data to support team performance and operational improvements

Ability to identify challenges proactively and implement effective solutions independently

Excellent written and verbal communication skills

Advanced English level (C1/C2)

Strong organizational skills with attention to detail and follow-through

Adaptability and professionalism in evolving, high-demand environments

Nice to Have:

Experience in a rapidly growing organization or performance-driven environment

Familiarity with CRM systems such as Salesforce or other intake/case management platforms

Experience improving workflows, operational processes, or client experience initiatives

Ability to stay organized and effective in dynamic environments while maintaining focus on quality and timely execution

Requirements

Ability to work independently from a home office with stable, high-speed internet and a quiet, professional workspace.

Must have a laptop or desktop computer with a minimum of 16GB RAM and an Intel Core i5 processor or higher.

Jabra Evolve 20 headset or equivalent required.

Must have a stable internet connection with a minimum speed of 25 Mbps.

Available to work U.S. business hours.

Willingness to use time-tracking software.

Who Thrives Here

People who thrive here are energized by fast-paced environments, motivated by challenges, and driven to make an impact. They stay calm under pressure, move with urgency, and take initiative to solve problems instead of waiting for direction.

Our strongest team members embody our core values every day:

Advocate — You lead with empathy, accountability, and a strong sense of ownership. You support clients and teammates, communicate clearly, and step in when challenges arise.

Develop — You are committed to continuous growth, coaching, and learning. You welcome feedback, adapt quickly, and actively help others improve alongside you.

Elevate — You raise the standard through critical thinking, strong execution, and solution-oriented leadership. You look for ways to improve processes, strengthen team performance, and create better outcomes.

What We Offer

Competitive compensation commensurate with experience.

Yearly bonus.

100% remote work environment.

6 Paid time-off (PTO) days per year.

7 Paid US holidays per year.

Opportunity to work closely with leadership and legal professionals in a growing, modern law firm.

This position is only open to candidates located in LATAM. Resumes must be submitted in English. Applications that do not meet these criteria will not be considered.