Intake and Case Management Specialist

JOB DUCK IS HIRING AN OVERNIGHT INTAKE TEAM SUPERVISOR

For ambitious, culturally diverse, curious minds seeking booming careers, Job Duck unlocks and nurtures your potential. We connect you with rewarding, remote job opportunities with US-based employers who recognize and appreciate your skills, allowing you to not just survive but thrive. As a lifestyle company we ensure that everybody working here has a fantastic time, which is why we’ve earned the Great Place to Work Certification for 4 years!

Role Overview

Join Job Duck as an Overnight Intake Supervisor and lead a team responsible for delivering exceptional client support during overnight operations. In this role, you will balance hands on intake responsibilities with team leadership, ensuring that potential clients receive timely assistance and that internal processes are completed with accuracy and professionalism.

You will serve as both a working supervisor and a reliable resource for your team, stepping in when coverage is needed while monitoring performance and maintaining quality standards. Your ability to stay organized, lead by example, and provide operational support will have a direct impact on team success and client satisfaction.

This opportunity is ideal for a proactive professional with leadership experience who thrives in a fast-paced environment and enjoys developing efficient, high-performing teams.

Schedule:

Monday to Thursday and Sunday, 11:00 PM to 7:00 AM EST

Your Responsibilities Will Include but Are Not Limited To:

• Working the queue during quiet hours by completing batch data entry updates and lead record corrections assigned by the team
• Processing electronic signatures and documents received overnight
• Overseeing overnight operations across both shifts, ensuring coverage, response times, and record quality, while coordinating during the supervision overlap period with evening staff
• Performing nightly quality assurance spot checks and coordinating with the office’s morning reconciliation owner
• Responding promptly to new web and chat leads, initiating calls during permitted calling hours or communicating via text and email when necessary, while prioritizing leads for morning follow-up
• Serving as the primary overnight escalation point and following documented procedures for communication with office leadership, including placing priority callbacks before the end of the shift when appropriate
• Preparing and delivering weekly overnight performance summaries, including lead volumes, response times, and process-related concerns
• Monitoring after-hours assistant lead captures, verifying accurate record creation, completing and enriching lead information, and identifying matters requiring attorney review

What We’re Looking For:

• Minimum of 2 years of inside sales or phone-based selling experience
• Previous team lead, supervisory, or quality assurance experience preferred
• Strong verbal and written English communication skills
• Ability to balance empathy with urgency when assisting clients and managing inquiries
• Exceptional attention to detail and commitment to accuracy
• Demonstrated ability to follow structured processes, procedures, and checklists
• Ability to work independently and remain highly productive in a remote work environment
• Strong judgment and decision-making skills, including knowing when to elevate issues and when to document them for handoff
• Results-driven mindset with the ability to take ownership of performance metrics, service levels, and overall outcomes
• Strong customer service and relationship-building skills

What’s In It for You?

• Competitive compensation package
• Paid time off.
• Parental leave.
• Opportunities for professional development and training
• Dedicated support from our team.
• A chance to work with clients who share our values.

DISCLAIMER: Every candidate must pass each step in our application process to become part of our team. Ensure you have all the required documentation ready to streamline your application process.

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