Department: Claims Operations

Employment Type: Full-Time

Location: Remote

Reports To: Chief Operating Officer

Compensation: To be discussed

About the Role

We are looking for an experienced, hands-on Intake Manager to lead our Intake Team and oversee the quality, productivity, and performance of the claims intake process.

Intake is where every claim begins, and the quality of this process has a direct impact on our clients, contractors, and the success of each claim. In this role, you’ll oversee claim setup, timelines, client communication, team performance, retention, and process improvement.

The idóneo candidate is a strong people manager with both operational and sales experience. While this is not a sales management position, you should have a solid understanding of sales principles and experience coaching people through customer conversations, handling objections, improving conversion, and achieving performance targets.

This is a hands-on management role. You’ll spend part of your day reviewing files and speaking with clients, and part of your day coaching the team, reviewing performance, managing KPIs, and improving processes.

What You’ll DoLead & Develop the Intake Team

- Manage, coach, and develop a team of Intake Specialists.
- Set clear performance expectations and hold team members accountable to KPIs.
- Conduct weekly 1:1 meetings covering open files, compliance, KPIs, coaching, and follow-ups.
- Lead weekly team meetings focused on performance, priorities, open issues, and action items.
- Set weekly team goals and track results.
- Identify performance gaps and address underperformance early and directly.
- Coach team members on communication, client engagement, objection handling, and effective follow-up.

Manage Claim Intake & Quality
- Review submitted claims and approve files that meet company standards.
- Ensure claims contain accurate dates, documentation, values, and damage photos.
- Review and rate files, identifying missing information and determining when additional inspections may be required.
- Ensure expedited contractor accounts are handled according to their required timelines.

Monitor Performance & Productivity




- Review timeline and productivity reports on a regular basis.
- Ensure Intake Specialists are consistently advancing files and completing required client contact attempts.
- Monitor team KPIs and identify opportunities for improved performance.
- Identify missed deadlines and recurring issues and bring both the problem and proposed solution to leadership.
- Use performance data to coach team members and improve overall team results.

Support Client Retention

- Respond to client cancellation requests within 48 hours.
- Speak directly with clients to understand their concerns and communicate the value of continuing with our services.
- Use strong communication, sales, and objection-handling skills to retain clients where possible.
- Ensure retained files are properly reopened and followed up on.
- When a client chooses to leave, document the decision, notify the contractor, and ensure the file is closed properly.

Improve Processes

- Identify operational issues and assess their impact.
- Recommend and implement solutions or escalate issues when appropriate.
- Maintain a record of recurring problems and their resolutions.
- Provide monthly findings and recommendations to leadership.
- Submit and track requests for system and workflow improvements.
- Continuously identify opportunities to improve efficiency, client experience, team performance, and results.

How Success Will Be Measured

Success in this role will be measured through:

- Team compliance with intake standards and KPIs.
- Timeliness of claim setup and follow-up actions.
- Team productivity and overall performance.
- Quality of client and contractor communication.
- Client retention following cancellation requests.
- Team performance and development over time.




- Process improvements implemented each quarter.

What We’re Looking For

- 2+ years of experience in property claims, restoration, public adjusting, or a comparable high-volume intake operation is preferred.
- 1+ year of experience supervising or managing a team, including conducting 1:1s, coaching employees, and holding people accountable to performance metrics.
- Previous sales experience is strongly preferred. Experience in a consultative, customer-facing, or performance-driven sales environment is a plus.
- Experience coaching or developing employees in areas such as client communication, objection handling, follow-up, conversion, and retention.
- Strong understanding of sales fundamentals and the ability to recognize opportunities to improve client conversion and retention.
- Confident and persuasive communicator who is comfortable speaking with homeowners and clients, including during difficult or emotional conversations.
- Strong organizational skills and the ability to manage deadlines, reports, documentation, and competing priorities.
- Experience working with CRM and claims-management software.
- Strong written communication skills.
- Good judgment and the ability to determine when a claim file is ready to move forward and when additional information is required.
- A hands-on, accountable approach to leadership and problem-solving.
- Comfortable working in a performance-driven environment where results and KPIs matter.

Nice to Have

- Experience working with roofing or restoration contractors.
- Public adjuster license or willingness to pursue one.
- Bilingual English/Spanish.

About the Opportunity

This is an opportunity for an experienced people manager and claims/intake professional to take ownership of a critical part of the customer journey, develop a high-performing team, and have a direct impact on operational and client outcomes.

If you’re an experienced team leader with strong communication skills, a background in sales, and a passion for developing people and improving performance, we’d love to hear from you.

Job Type: Full-time

Work Location: Remote

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