The Onboarding Team Lead directly supervises both the Client Onboarding and Front Desk teams at DYADlaw, P.C., ensuring coordinated daily operations, professional client service, accurate documentation, and effective cross-functional handoffs. The role oversees onboarding activities, Front Desk personnel and assignments, client visits and appointments, team coaching, performance monitoring, and accountability for established procedures. The position addresses operational and workflow concerns within delegated authority and escalates HR-related decisions, formal personnel actions, and matters requiring management approval to management and Human Resources. Legal questions are escalated to licensed attorneys; this position does not provide independent legal advice.

Primary Duty

The primary duty is to supervise and coordinate the day-to-day operations of both Client Onboarding and Front Desk. This includes monitoring onboarding services and handoffs; ensuring Front Desk personnel and coverage; assigning and verifying daily work; overseeing client check-ins, visits, appointments, document intake, and authorized payments; coaching team members; reviewing service quality, accuracy, productivity, and compliance with established procedures; and addressing routine performance or workflow concerns. The Team Lead exercises judgment within management-delegated operational authority and escalates HR-related decisions, formal disciplinary actions, legal issues, and matters requiring management approval to the appropriate authorized personnel.

Essential Duties & Responsibilities

Team Coordination & Coaching

• Coordinate daily onboarding assignments, monitor workload and service standards, and communicate performance trends and operational needs to management.

• Provide day-to-day guidance, training, feedback, and mentorship to onboarding team members; support onboarding of new staff.

• Lead team meetings to review workflow, priorities, client feedback, training needs, and improvement opportunities.

• Document performance observations and provide recommendations to management; conduct formal evaluations or personnel actions only when expressly delegated and authorized.

Front Desk Operations & Oversight

• Oversee daily Front Desk operations, ensuring professional, efficient, and welcoming service to clients, prospective clients, and vendors.

• Ensure accurate client check-ins, appointment coordination, document intake and scanning, and payment processing in accordance with approved firm procedures.

• Coordinate Front Desk personnel, daily assignments, and coverage for lunches, rest breaks, absences, and approved PTO, while following applicable scheduling and break requirements.

• Monitor employee productivity, completion of assigned tasks, documentation accuracy, service quality, and compliance with established procedures.

• Provide training, coaching, and timely performance feedback to Front Desk personnel; document operational concerns and promote accountability and continuous improvement.

• Serve as the first point of escalation for Front Desk workflow and client-service concerns, referring matters requiring management, HR, or attorney involvement to the appropriate personnel.

• Monitor lobby supplies and materials, and alert the Office Manager before inventory runs low so replenishment can be arranged.

Client Onboarding & Escalations

• Conduct standard and complex welcome calls, accurately explaining approved fees, retainer terms, expected administrative steps, timelines, and required documentation.

• Serve as an escalation contact for sensitive or high-priority onboarding issues, responding with empathy and professionalism and escalating legal questions to attorneys.

• Coordinate iSign or mailed contract execution and authorized retainer collection; follow up on incomplete signatures, payment steps, and required information.

• Ensure clients receive timely, accurate procedural communications and that material interactions are documented in approved systems.

Documentation, Quality, & Handoffs

• Review onboarding records for accuracy, completeness, and consistency, including client details, signed agreements, payment confirmations, and required documents.

• Coordinate with sales, production, billing, legal staff, and case teams to resolve administrative discrepancies and facilitate timely handoffs.

• Maintain organized and confidential electronic client records using authorized systems and established data-handling procedures.

• Identify and escalate discrepancies involving fee agreements, trust-account handling, payments, legal advice, or case acceptance to the appropriate authorized team.

Operational Improvement & Compliance

• Track onboarding volumes, aging items, response times, errors, and other approved performance indicators; provide clear updates to management.

• Recommend and implement management-approved workflow improvements, checklists, training resources, and client communication standards.

• Coordinate with HR and Operations on approved policy updates, training, and consistent application of firm procedures.

• Protect confidential and potentially privileged information; comply with cybersecurity, records retention, client privacy, and applicable professional-conduct requirements.

• Perform other related duties consistent with the position and applicable law.

Decision-Making Authority

Within established procedures, the Team Lead may supervise the daily operations of the Client Onboarding and Front Desk teams, allocate work, coordinate personnel and coverage, monitor task completion, provide coaching and performance feedback, address routine operational escalations, and recommend corrective action. The Team Lead may document and escalate performance concerns but does not independently make HR-related decisions, including hiring, termination, formal discipline, compensation changes, or leave determinations, unless expressly authorized under firm policy. Legal advice, legal strategy, fee or refund exceptions, and changes to firm policy remain with authorized personnel. Actual authority and day-to-day duties must be reviewed when determining FLSA and state-law exemption status.

Required

• Professional bilingual communication skills in English and Spanish, written and verbal.

• At least three years of client-facing experience in onboarding, customer service, or a related field.

• Demonstrated experience coordinating or coaching team members and maintaining service standards.

• Ability to supervise daily Front Desk operations, coordinate coverage and appointments, monitor service standards, and escalate personnel matters appropriately.

• Strong organization, follow-through, documentation accuracy, empathy, and ability to handle sensitive conversations.

• Proficiency with case-management or CRM systems, electronic signature workflows, Google Workspace, and related business software.

• Ability to protect confidential client information and recognize matters requiring attorney or management review.

Preferred

• Bachelor’s degree or equivalent combination of relevant education and experience.

• Prior experience in legal services, immigration client intake/onboarding, or a high-volume professional-services environment.

• Experience supporting performance reporting, quality assurance, training, and process improvements.

Essential Functions & Work Requirements

• Perform computer-based work and communicate frequently by phone, video, email, and electronic messaging.

• Review detailed electronic records, coordinate simultaneous assignments, and meet time-sensitive service deadlines.

• Maintain availability during assigned working hours and accurately record all hours worked if classified non-exempt.

• Perform essential functions with or without reasonable accommodation. DYADlaw will engage in the interactive process as required by applicable law.

We are a legal services company dedicated to providing personalized legal guidance and support to individuals. Our mission is to protect clients’ rights and interests by offering clear, reliable, and compassionate legal solutions tailored to each person’s unique situation.

Our team of experienced legal professionals is committed to delivering ethical, accessible, and client-focused service, ensuring confidence, trust, and peace of mind throughout every stage of the legal process.