Lead Client Care Specialist (Remote Team Leader)

About the role

PJI Law, a fast-growing boutique law firm based in the Washington, DC area, is looking for a fully remote Lead Client Care Specialist to lead a team of Client Care Specialists. The role is hands-on: you answer calls alongside your team while coaching them to deliver a warm, professional first impression. No legal experience is required; comprehensive training is provided.

Key responsibilities

• Lead, train and coach a fully remote team through 1:1s, team meetings and performance reviews
• Manage live phone coverage by scheduling breaks, lunches and absences so no call goes unanswered between 8:00 AM and 6:00 PM ET
• Monitor team performance daily and assign each member a specialty area with accountability
• Audit call recordings and data entry daily for quality and compliance
• Answer calls yourself and set the standard for call quality and speed of answer
• Partner with the Intake Manager on hiring, onboarding and team development
• Help the team maximize outbound calls, 5-star reviews and client referrals

Required profile

• Experience leading, supervising or coaching a customer service or call center team
• Fluent spoken and written U.S. English, with excellent grammar, spelling and attention to detail
• Ability to give direct, kind feedback and take ownership of team results
• Quick learner of new technology, with a desire for career growth and promotion from within

Required skills

• Outstanding communication skills and excellent phone etiquette
• Full-time schedule in U.S. Eastern Time, Monday to Friday, generally 7:00 AM to 8:00 PM ET depending on shift
• Hardware: Windows 11 or newer computer (16 GB RAM, 500 GB SSD, Intel Core i5 10th gen or better), webcam, headset with mic, UPS/inverter, fiber internet with uncapped service and Ethernet connection

What we offer

• $1,050 USD base salary plus uncapped monthly bonus opportunities
• 8 paid holidays and paid time off
• Comprehensive training, ongoing leadership development and career growth
• Fully remote work, supportive international team and team events

To apply, upload a PDF resume, answer a question about a spelling mistake in the posting, and record a 4-5 minute Zoom video answering three questions about coaching, improving team performance and balancing your own calls with supporting your team.