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 leadin

Employment type
Full-Time

Work arrangement
Yes