Intake Training Manager (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. Our intake teams play a critical role in assisting consumers with defective vehicle and personal injury claims, identifying qualifying matters, and setting the tone for every client relationship from the very first interaction. The success of those teams depends on world-class training and coaching — which is where you come in. About the Role We are seeking a dynamic, performance-driven Intake Training Manager to lead the onboarding, development, and ongoing coaching of our Lemon Law and Personal Injury Intake teams. In this role, your primary responsibility is to equip intake specialists with the skills, scripts, mindset, and confidence needed to convert qualified leads into retained clients while delivering an empathetic, consultative experience. You will design and deliver new hire training programs, lead ongoing coaching sessions, monitor live and recorded calls, and build out training materials and scripts. You will work closely with our Quality Assurance department, using their call scores and insights to inform coaching priorities, target skill gaps, and continuously raise the performance bar across both intake teams. While this role does not have direct reports at launch, it is designed as a manager-level position with a clear growth path. As our intake operation scales, the Intake Training Manager will take ownership of building and leading a team of trainers and coaches — making this an ideal opportunity for a seasoned leader ready to grow alongside the firm. Your ability to teach, motivate, and hold agents accountable — while reinforcing a culture of empathy, compliance, and consultative sales — will be critical to driving team performance and ensuring every caller feels informed, supported, and confident in taking the next step. Strong English communication skills are essential for success in this role. Key Responsibilities Own the end-to-end training and coaching strategy for Lemon Law and Personal Injury Intake teams, partnering with leadership to align training outcomes with business goals. Design, deliver, and continuously improve new hire onboarding programs covering case type fundamentals, script mastery, objection handling, Salesforce and Hubspot workflows, and call flow expectations. Conduct ongoing training sessions, team huddles, and skill-building workshops to reinforce best practices, roll out new scripts or processes, and address emerging performance trends across both intake teams. Monitor live calls and review recorded calls to identify coaching opportunities, validate training effectiveness, and reinforce best practices. Partner closely with the Quality Assurance department, using QA scores, trends, and insights to shape training priorities, target individual coaching plans, and close identified skill gaps. Deliver individualized 1-on-1 coaching sessions focused on tone, empathy, consultative selling, assumptive closing techniques, and case qualification accuracy. Create and maintain training materials, call scripts, objection-handling guides, knowledge base articles, and role-play scenarios in both English and Spanish. Partner with intake leadership to identify skill gaps, design improvement plans, and track coaching outcomes against team KPIs such as conversion rate, retainer rate, and overall call quality. Support Performance Improvement Plans (PIPs) when needed, working closely with managers and the QA team to help underperforming agents reach expectations. Build the foundation for a growing training function — including documentation, SOPs, and team structure — in preparation for hiring and managing additional trainers and coaches as the firm scales. Stay current on lemon law and personal injury intake processes, Salesforce and Hubspot best practices, and consumer-focused sales techniques to ensure training content remains accurate, relevant, and effective. Qualifications Strong English communication skills (C1 level), both verbal and written. Fully bilingual, fluent in both English and Spanish, with the ability to seamlessly train and coach agents in either language. At least 5 years of experience in sales training, call center coaching, or team development within a high-volume call center, legal intake, or customer acquisition environment. Prior experience managing, mentoring, or leading trainers, coaches, or team leads — whether formally or in a lead/senior capacity. Proven track record of improving agent performance, conversion rates, or customer experience metrics through structured coaching and training programs. Experience collaborating with QA teams and leveraging call review data to inform coaching and training. Exceptional facilitation and presentation skills with the ability to engage remote learners and adapt teaching style to different learning preferences. Strong instructional design skills, including the ability to translate complex information into clear, engaging training content. Tech-savvy and comfortable typing 45+ WPM while navigating multiple software platforms simultaneously. Nice-to-Have / Preferred Qualifications The following experience is helpful but not required for success in this role: Lemon law, personal injury, or other consumer litigation intake experience. Experience with Salesforce and/or Hubspot (including reporting, workflows, and call recording review). Experience designing e-learning content, LMS modules, or video-based training. Background in consultative or assumptive sales methodologies. Experience building or scaling a training function. 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. Must have a stable wired internet connection with a minimum speed of 50 Mbps. Jabra Evolve 20 headset or equivalent required. Available to work U.S. business hours, Monday through Friday, 9:00 AM–6:00 PM Mountain Time. Willingness to use time-tracking software. Growth Path This is a manager-level role designed for long-term growth with the firm. As our intake operation scales, the Intake Training Manager will have the opportunity to: Build and lead a team of trainers and coaches. Expand scope across additional practice areas and intake functions. Step into broader intake leadership or operations roles as the firm grows. What We Offer Performance based incentives tied to team outcomes. 100% remote work environment. 6 paid time-off (PTO) days per year. Clear path to building and leading a team as the firm scales. Opportunity to work closely with leadership and legal professionals in a growing, modern law firm, shaping the performance culture of mission-driven intake teams. 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.