Chat Intake Training Manager

About Juvo Leads
Juvo Leads is one of the fastest-growing live chat and legal intake companies in the United States. For more than 11 years, we have helped law firms connect with prospective clients through live chat, inbound call handling, appointment scheduling, and intake services.

Our primary focus is serving law firms nationwide, helping them create exceptional first impressions and convert more qualified prospects into clients.

While much of the industry continues to move toward automation, AI, and chatbots, our philosophy remains simple:
Butts in Seats. Not Bots in the Cloud.

We believe that when someone is searching for legal help, they deserve to interact with a real person. Every conversation we handle is powered by a trained human tea ---------- mber—not artificial intelligence. Our commitment to genuine human interaction is what sets us apart and has fueled our growth for more than a decade.

As we continue to expand, we're building a world-class remote workforce capable of delivering exceptional service at scale. We are looking for leaders who are passionate about developing people, improving performance, and creating systems that help employees succeed.

If you're excited about building high-performing remote teams, developing talent, and creating measurable business impact through training and coaching, we'd love to meet you.

Overview
We are seeking a Training Manager to own the onboarding, development, certification, and ongoing education of our remote chat agent workforce. This role is responsible for ensuring every new hire receives a consistent, high-quality training experience and is fully prepared to succeed in production.

The Training Manager will design and deliver training programs, oversee agent readiness, partner with Operations and Quality teams to address performance gaps, and continuously improve learning initiatives that drive quality, efficiency, and client outcomes. This position is accountable not only for training delivery, but for the measurable success of agents after training.

The ideal candidate has experience building and managing remote training programs, coaching adult learners, developing curriculum, and creating scalable processes that support rapid organizational growth.

Key Responsibilities:

New Hire Training & Onboarding
* Own the end-to-end onboarding and training experience for all new chat agents.
* Design and deliver structured onboarding programs that prepare agents for legal intake and live chat responsibilities.
* Ensure all new hires complete training, certification, and graduation requirements within established timelines.
* Conduct readiness assessments and certify agents before transition to production teams.
* Facilitate seamless handoffs between Training, Operations, and Quality teams.

Training Program Development
* Design, implement, and continuously improve training programs for new and existing agents.
* Develop lesson plans, training materials, SOPs, assessments, simulations, certifications, and knowledge base content.
* Ensure training content remains current, accurate, and aligned with operational processes and client requirements.
* Create scalable training systems capable of supporting company growth and new client launches.
* Incorporate adult learning principles and instructional design best practices into all training initiatives.

Coaching & Employee Development
* Deliver engaging virtual training sessions using a variety of learning methods and technologies.
* Provide coaching, mentorship, and developmental feedback to employees throughout their tenure.
* Partner with supervisors to identify employee skill gaps and create targeted development plans.
* Build refresher training, continuing education, and performance improvement programs.
* Support career growth initiatives, internal promotions, and leadership development pathways.

Performance Assessment & Quality Improvement
* Develop evaluation tools to measure trainee comprehension, readiness, and performance.
* Track post-training performance to evaluate training effectiveness.
* Analyze quality trends, recurring errors, and operational performance metrics to identify training opportunities.
* Collaborate with Quality Assurance and Operations teams to reduce performance gaps and improve outcomes.
* Ensure retraining initiatives are deployed quickly when performance concerns emerge.

Collaboration & Program Management
* Partner closely with Operations Leadership, Quality Assurance, and Client Services teams.
* Support new client launches, process updates, script changes, and system enhancements through training initiatives.
* Maintain accurate reporting on training completion, certifications, graduation rates, retention, and performance outcomes.
* Establish best practices for knowledge transfer, coaching, documentation, and employee development.
* Build and manage scalable training processes as the company continues to grow.

Qualifications

Required
* Bachelor's degree in Education, Training & Development, Communications, Psychology, Business, Human Resources, or a related field; equivalent professional experience will be considered.
* Minimum 3 years of experience designing, delivering, and managing training programs in a fully remote environment with 50-100 employees.
* Proven experience onboarding, coaching, developing, and upskilling remote employees with teams of 50-100.
* Experience creating and maintaining virtual training curricula, certification programs, assessments, knowledge bases, SOPs, and continuing education programs.
* Experience using remote training and knowledge management platforms such as Trainual, NotebookLM, Loom, Google Workspace, LMS platforms, testing tools, and virtual meeting software.
* Experience in Live chat, Customer Service, Legal Intake, Contact Center Operations, Sales, Appointment Setting, or other performance-driven environments in the U.S. market.
* Strong understanding of adult learning principles, instructional design methodologies, coaching techniques, and performance management.
* Demonstrated ability to provide performance coaching, career development guidance, and individualized improvement plans.
* Experience partnering with Quality Assurance and Operations teams to identify skill gaps and implement training solutions.
* Exceptional written and verbal communication skills.
* Strong organizational, project management, and time management skills.
* Ability to simplify complex concepts into engaging, actionable, and measurable learning experiences.
* Data-driven mindset with experience using performance metrics, quality scores, and operational KPIs to evaluate training effectiveness.
* Experience working with cross-functional, multinational teams supporting U.S.-based clients.

Preferred
* Experience in Legal Intake, Law Firm Operations, Legal Marketing, or Legal terminology.
* Experience training and coaching remote teams in Live Chat, Customer Service, Contact Center, Intake, Sales, or Appointment-setting environments.
* Experience building certification programs, mentorship initiatives, career progression frameworks, and leadership development programs.
* Background in instructional design, learning and development, organizational development, or corporate training.
* Experience creating video-based, self-paced, instructor-led, and blended learning programs.
* Experience developing manager training and performance improvement programs.
* Experience working in a startup, high-growth, or rapidly scaling organization.
* Certifications in Instructional Design, Learning & Development, Adult Learning, Coaching, Scrum, Agile, or related disciplines.
* Extreme sense of ownership, pride and urgency- we move fast and are accountable to ourselves, our customers and our team.

What Success Looks Like
The Training Manager owns the complete employee learning lifecycle, from onboarding through ongoing development. Success is measured not by training delivered, but by employee readiness, consistency, performance, and retention.

New Hire Training & Onboarding
* All new hires complete onboarding, certification, and graduation requirements within established timelines.
* New hires receive a consistent training experience regardless of trainer, start date, or training cohort.
* Training classes are structured, organized, and delivered on schedule.
* New hires demonstrate readiness before being released to production through documented assessments and certifications.
* Agents are successfully transitioned into production teams with clear supervisor handoffs and performance expectations.

Performance & Development
* New hires achieve expected quality and productivity metrics within established ramp periods.
* Quality trends, recurring errors, and performance gaps are proactively identified and addressed through targeted training initiatives.
* Refresher training and continuing education programs are delivered consistently.
* Career development pathways support employee growth, internal promotions, and leadership development.

Training Program Ownership
* Training materials, SOPs, certifications, knowledge bases, and assessments remain current and aligned with operational requirements.
* New client launches, process updates, and operational changes are incorporated into training before impacting production performance.
* Training programs scale effectively to support company growth and hiring demands.
* Strong partnerships are maintained across Operations, Quality, and Leadership teams to continuously improve employee performance and client outcomes.

Key Performance Indicators (KPIs)
* Onboarding & Graduation
* 95%+ New Hire Training Completion Rate
* 95%+ Training Completion Within Established Timelines
* 90%+ Certification Pass Rate
* 90%+ Graduation Rate
* 100% Readiness Assessments Completed Prior to Production Release

Retention & Performance
* 85%+ New Hire 30-Day Retention Rate
* New hires achieve expected productivity and quality benchmarks within established ramp schedules
* Measurable reduction in repeat QA errors month-over-month
* 100% Completion of Required Retraining Initiatives

Program Management
* Training materials updated within 3 days of approved process changes
* 100% Training readiness for new client launches and operational rollouts
* Monthly reporting on training completion, certification results, retention, quality trends, and development initiatives

Ownership
The Training Manager is responsible for:
* New hire onboarding and orientation
* Curriculum development and maintenance
* Training delivery and facilitation
* Certification and graduation processes
* Production readiness assessments
* Transition of agents into operational teams
* Ongoing employee development and career coaching
* Refresher training and retraining initiatives
* Training documentation and knowledge management
* Measuring and improving performance outcomes after training

Benefits & Perks
At Juvo Leads, we believe great people deserve a great place to work. We're a fast-growing, fully remote team that values collaboration, accountability, and a positive work environment where your ideas and contributions matter.

Compensation & Schedule
* Pay: $9.00 USD per hour
* Schedule: Monday–Friday, 9:00 AM–5:00 PM EST
* Some evenings and weekends will be required to support training initiatives within our 24/7 operation.
* Bi-weekly payments via Wise

Premium Pay
* Overtime: 1.5x hourly rate for hours worked over 80 in a pay period
* Holiday Pay: 1.5x hourly rate for hours worked on designated company holidays after 8 hours worked

Paid Time Off
* 10 hours of PTO accrued per month
* Any unused accrued PTO will be paid out on the first payroll of the calendar year.

Health & Technology
* $80/month HMO stipend
* $200 Welcome Technology Bonus
* $100 Annual Equipment Bonus

Why You'll Love Working Here
* 100% remote position
* Opportunity to grow with one of the fastest-growing legal intake companies in the United States
* Collaborative, supportive, and people-first culture
* Comprehensive training documentation, SOPs, and knowledge management resources to set you up for success
* Opportunity to make a meaningful impact by building and improving our training programs
* Work alongside talented professionals across the United States and Latin America
* A company that values innovation, accountability, continuous improvement, and promoting from within

If you’re someone who thrives in a fast-paced environment and knows how to stay ahead of the game, we want to hear from you.
Send your application to ---------- and be part of our growing team at Juvo Leads! (as we do not check OLJ daily)
Please use the subject line “JUVO LEADS - CHAT INTAKE TRAINING MANAGER” when submitting your application. Thank you!