Lead Client Care Specialist

Lead Client Care Specialist (Remote Lead Receptionist) | Work for a U.S. Law Firm | Fully Remote

Lead the Voice That Makes a Difference

PJI Law, PLC is a fast-growing boutique law firm headquartered in the Washington, DC area. Every day, people contact us during some of the most stressful moments of their lives. Our Client Care team is often the very first group they speak with, and the first impression they have of our firm.

We're looking for a leader who sets the standard on every call, coaches others to meet it, and takes pride in building a team that delivers an exceptional client experience.

This is far more than managing a phone queue. You'll lead a high-performing remote team while answering calls alongside them, owning the results, and growing the people who deliver them.

No legal experience is required. We provide comprehensive training; we're looking for proven leadership, the right attitude, and a commitment to excellence.

Monthly Compensation

$1,050 USD Base Salary + Uncapped Monthly Bonus Opportunities

Your salary is paid in USD, providing stability and competitive earning potential while working remotely from South Africa. Bonus opportunities are based on your own results and your team's performance.

What You'll Be Doing

As the Lead Client Care Specialist, you'll be a player-coach: answering calls alongside your team while making sure every person who contacts our firm is greeted promptly, warmly, and professionally.

Your responsibilities will include:

• Leading, training, and coaching a fully remote team of Client Care Specialists, including 1:1s, team meetings, and performance reviews
• Managing live phone coverage by scheduling breaks, lunches, and absences so no call goes unanswered between 8:00 AM and 6:00 PM ET
• Monitoring team performance daily and addressing gaps in real time
• Assigning each team member a specialty area and holding them accountable for its results
• Auditing call recordings and data entry daily for quality and compliance
• Answering calls and leading by example on call quality and speed of answer
• Partnering with the Intake Manager on hiring, onboarding, and team development
• Ensuring the team maximizes outbound calls, 5-star reviews, and client referrals

We're Looking For Someone Who:

• Has experience leading, supervising, or coaching a customer service or call center team
• Holds themselves and others acountable to high standards
• Gives direct, kind feedback and welcomes it in return
• Has outstanding communication skills and excellent phone etiquette
• Is fluent in spoken and written U.S. English
• Has exceptional grammar, spelling, and attention to detail
• Learns new technology quickly
• Takes ownership of their team's results
• Desires career growth and a work environment that promotes from within

This role is built for someone wired a specific way. If a missed call on your team's watch makes you twitch, if "someone else will handle it" isn't in your vocabulary, and if you'd rather coach a teammate than cover for them, we should talk.

Work Schedule

This is a full-time remote position working U.S. Eastern Time business hours, Monday – Friday.

• Working hours will generally fall between 7:00 AM and 8:00 PM Eastern Time (ET), depending on your assigned shift. 

Technology Requirements

Prior to your start date, you'll need:

• Computer with:

• Windows 11 or newer
• 16 GB RAM minimum
• 500 GB SSD or larger
• Intel Core i5 10th Generation processor (or equivalent) minimum

• External mouse
• Webcam
• Quality headset with microphone
• UPS or inverter for uninterrupted power
• Fiber (or equivalent) internet connection with:

• Minimum 100 Mbps
• Uncapped service
• Ethernet connection (Wi-Fi is not acceptable)

Benefits

• $1,050 USD monthly salary
• Uncapped bonus opportunities
• 8 Paid Holidays
• Paid Time Off (PTO)
• Comprehensive training
• Ongoing leadership development
• Career growth opportunities
• Supportive international team
• Fully remote work
• Fun team events
• Team-oriented culture and positive work environment

Why PJI Law?

We're proud to have been recognized as a Great Place to Work® every year since 2022. We believe exceptional client experiences begin with exceptional leaders, and we invest heavily in helping our people grow and succeed.

If you're looking for a long-term remote career leading a team that values excellence, accountability, and continuous improvement, we'd love to hear from you.

How to Apply

To be considered, please carefully follow the instructions below. Applications that do not follow these instructions will not be reviewed.

Step 1

Upload your resume as a PDF.

(Please do not use Indeed's resume builder.)

Step 2

Indeed will ask:

"Anything you would like to add?"

Please respond with only the spelling mistake you found in this job posting.

Step 3

You'll then be prompted to provide a video link.

Please upload a 4–5 minute Zoom video introducing yourself and answering the following questions:

1. Tell us about a time you coached a team member who was underperforming. What did you do, and what was the outcome?
2. Tell us about a time your team fell short of a goal or service standard. How did you identify the problem, and what did you change?
3. How do you balance handling your own calls while making sure your team is supported and performing?

We are looking for candidates who are prepared, thoughtful, and genuine. We'd rather hear authentic answers than perfectly rehearsed ones.

We know exceptional client experiences begin with exceptional leaders.

If you're professional, dependable, and committed to developing a team that delivers outstanding service every day, we'd love to meet you.