Roles: Chat Support Agent, Weekend Intake Specialist
Contract length: Part-time, On-Call
Schedule: Approximately 28 hours per week, evenings and weekends (Friday 5:00pm–9:00pm, Saturday and Sunday 9:00am–9:00pm)
Location: Fully remote, after an initial training period.
Rate: Competitive entry-level pay, details shared upon application.
We are seeking a motivated, dependable, and people-oriented Chat Support Agent to provide dedicated intake coverage during evenings and weekends. In this role, you’ll respond to new client inquiries, listen carefully to their circumstances, gather information needed for case evaluation, and guide qualified potential clients through the next steps.
About the role
This position is ideal if you enjoy talking with people, build trust quickly, work well independently, and are motivated by helping others while meeting measurable goals. You’ll be responding to inquiries across multiple communication channels including phone calls, web forms, text messages, and chat. No prior legal experience is required—we provide full training on the law and our processes.
This is not a high-pressure sales position. It combines the goal-oriented mindset of a client-facing professional with genuine empathy, active listening, sound judgment, and excellent customer service. You’ll be confident without being pushy, proactive, highly organised, and comfortable working on the phone throughout your scheduled shifts.
Key responsibilities
• Monitor and respond promptly to incoming inquiries from potential clients across multiple channels
• Conduct initial intake conversations using active listening and relationship-building skills to understand each person’s circumstances
• Apply established criteria to determine if an inquiry may be a fit
• Accurately document all relevant information according to procedures
• Build rapport and clearly communicate value to qualified potential clients
• Guide qualified potential clients through the decision-making process
• Send electronic documents and follow up by phone, text, and email
• Use professional persistence to reconnect with potential clients who haven’t responded
• Address common questions and concerns within scope of role and established guidance
• Collect necessary documentation and information needed for initial evaluation
• Maintain accurate, detailed records of each interaction and lead status
• Escalate urgent, complex, or high-value matters to appropriate supervisors
• Prepare clear handoff notes for matters requiring weekday team follow-up
• Maintain strict confidentiality with sensitive personal and case information
• Meet established performance goals including response time, contact rate, and conversion targets
• Identify opportunities to improve the client experience and intake process
Skills and background needed
You should be a natural relationship-builder who enjoys speaking with new people. Key qualities include:
• Dependable and responsive throughout your scheduled shifts
• Goal-oriented and motivated by measurable results
• Confident and engaging on calls and chat
• Strong active-listening and questioning skills
• Able to establish trust quickly
• Persuasive and confident without high-pressure tactics
• Comfortable inviting qualified people to move forward
• Persistent and disciplined with follow-up
• Able to handle hesitation and objections professionally
• Empathetic and client-focused communication style
• Strong attention to detail and accuracy
• Sound judgment regarding urgent matters
• Self-motivated and able to take initiative while working from home
• Strong follow-through and personal accountability
• Comfortable receiving coaching and continuously improving
• Comfortable learning multiple client management systems
• Able to protect confidential information in a remote environment
Experience in customer-facing roles such as sales, lead conversion, business development, customer service, or call centers is preferred, but not required. We welcome candidates from hospitality, account management, and other client-focused backgrounds. Prior experience with the industry we serve is helpful but not necessary—we’ll provide complete training.
What we provide
• Full training on processes, systems, and the legal background you’ll need
• All necessary technology and equipment to perform the role from home
• Flexible remote work after the initial training period
• Ongoing coaching and performance feedback to support your growth
• A collaborative, respectful, and accountability-driven team environment
Requirements
• Reliable internet access and a private, professional workspace suitable for confidential conversations
• Consistent availability for the full weekend schedule
• Willingness to complete training with the onboarding process
• No prior experience necessary; we train the right person
Our culture values collaboration, respect, and accountability. We believe exceptional results begin with exceptional client experiences, starting with the first interaction. We support our team members’ growth, encourage ownership of results, and foster a workplace where you feel valued and empowered to make a meaningful impact.
Ready to get started? Submit your application below.