Client Intake & Client Success Specialist

Client Intake & Client Success Specialist (Part time)
Part time | Remote | North American Hours

We are hiring a highly responsive and organized Client Intake & Client Success Specialist to support a fast-growing Canadian law firm. You will be the first point of contact for prospective clients and will play a key role in making sure every inquiry is responded to quickly, properly assessed, documented, followed up on, and moved through the intake process.

This role is ideal for someone who is confident on the phone, empathetic with clients, highly organized, and comfortable working in a fast-paced environment where follow-up and responsiveness matter.

What You'll Do

• Respond promptly and professionally to new client inquiries by phone, email, and other channels
• Conduct intake calls and gather relevant information from prospective clients
• Screen and qualify inquiries based on established criteria and workflows
• Schedule consultations and coordinate next steps
• Follow up consistently with prospective clients so qualified opportunities do not go cold
• Prepare client agreements and intake documentation accurately
• Track outstanding documents and signatures through completion
• Maintain accurate notes and records in the lead/client management system
• Coordinate smooth handoffs to internal team members
• Provide a professional, compassionate, and positive client experience
• Support client satisfaction initiatives, including requesting and responding to online reviews
• Track follow-ups, response times, conversion activity, and other intake metrics

What We're Looking For

• 2+ years of experience in client intake, customer service, sales, customer success, lead management, or a similar client-facing role Excellent spoken and written English
• Strong and confident phone communication skills
• Excellent active listening and interpersonal skills
• Highly organized with strong follow-through
• Comfortable managing a high volume of inquiries, tasks, and deadlines
• Strong attention to detail when preparing documentation and recording client information
• Comfortable using CRM, lead management, scheduling, and other online systems
• Able to follow structured workflows while using good judgment
• Comfortable working with KPIs, response-time expectations, and accountability metrics
• Able to work independently in a fast-moving remote environment

Strong Advantages

• Experience in any of the following is a strong asset:
• Law firms or legal services
• Insurance or claims
• Healthcare or medical services
• Financial or professional services
• High-volume inbound sales or lead qualification
• Preparing agreements, contracts, retainers, or other client-facing documents
• Experience with personal injury matters is an advantage but not required. Training on
• intake criteria, processes, and systems will be provided.

You'll Be a Great Fit If You Are

• Responsive — you do not let calls, messages, or follow-ups sit unanswered
• Empathetic — you can communicate professionally with people who may be stressed or dealing with difficult circumstances
• Accountable — you take ownership of your leads, follow-ups, documentation, and results
• Detail-Oriented — you understand that accuracy matters
• Decisive — you can follow established criteria and make sound intake decisions
• Process-Driven — you enjoy systems, workflows, and keeping things organized
• Persistent — you are comfortable following up multiple times when needed
• Growth-Minded — you enjoy working in a fast-growing organization that continuously improves

Schedule: We're looking for two part-time team members to cover the following shifts:

1. Weekday Shift: Monday–Friday, 5:00 PM–10:00 PM ET
2. Weekend Shift: Saturday–Sunday, 9:00 AM–5:00 PM ET