Customer Service

Job Title: Customer Service and Sales Team Lead

Type: Independent Contractor

Location: Remote (Philippines - Manila and Other Major Cities)

About Us

The Law Offices of Sabrina Li, P.C. is a premier immigration law firm headquartered in Los Angeles, California, with operations in Texas, South Africa, China, Taiwan and the Philippines. Our mission is to help individuals and families achieve their American dreams through compassionate and strategic legal representation.

We're a fast-growing, mission-driven, and globally collaborative team committed to excellence in immigration law.

Why Join Our Team?

Competitive Benefits & Growth

• Performance-based bonuses in recognition of your hard work
• Paid holidays, annual leave, and sick days to support your work-life balance
• Flexible remote work to support productivity and work-life balance

Exciting Career Opportunity

• Lead and mentor a growing Customer Service and Sales team
• Drive business development through client communication and follow-up
• Collaborate with a global team passionate about helping clients achieve their immigration goals
• Be part of a culture that values professionalism, innovation, and measurable success

Supportive Training & Empowerment

• Comprehensive onboarding and structured training
• Opportunity to grow into more senior operational and project management roles
• Autonomy to design, implement, and improve workflows

Role Summary

We are seeking a Customer Service and Sales Team Lead to oversee the daily operations of our client service and sales department, ensuring that every client receives exceptional support from first contact through case initiation.

This role combines leadership, client engagement, and sales accountability. The Team Lead will not only guide and mentor the Customer Service and Sales team but will also take an active role in conducting sales and intake calls, explaining contract terms, and ensuring consistent follow-up with prospective clients.

Additionally, this position is responsible for monitoring sales activities, analyzing performance metrics, and identifying opportunities to improve client satisfaction, conversion rates, and team effectiveness. The ideal candidate will balance hands‑on involvement with strategic oversight—ensuring both clients and team members are fully supported in achieving the firm's goals.

Responsibilities

Client Engagement & Sales Support

• Conduct client intake and sales calls, ensuring each client receives accurate information and a professional experience.
• Follow up with prospective clients to answer inquiries and clarify next steps.
• Explain service agreements, fee structures, and contract terms clearly and confidently.
• Monitor and evaluate sales activities, including conversion rates, follow-ups, and client communications.
• Support client retention through proactive, relationship‑driven communication.

Customer Service Team Leadership

• Train, mentor, and supervise the Customer Service team to deliver excellent client experiences.
• Monitor team performance and provide constructive feedback for continuous improvement.
• Develop and update standard operating procedures to enhance consistency and service quality.

Operations & Reporting

• Prepare and present reports on team performance, client satisfaction, and conversion metrics.
• Analyze data to identify trends, challenges, and opportunities for improvement.
• Collaborate with operations and marketing teams to align service performance with firm goals.

Qualifications

Education & Experience

• Bachelor's degree in Business Administration, Operations Management, Communications, or a related field.
• At least 3-5 years of experience in customer service or sales, with at least 1 year in a leadership or supervisory role.
• Proven sales track record, with measurable success in client conversion and relationship management.
• Experience in a legal, consulting, or professional services environment preferred.

Skills & Attributes

• Native-level fluency in English with excellent verbal and written communication.
• Strong organizational, research, and planning skills.
• Analytical mindset with the ability to translate data into actionable insights.
• Comfortable engaging with external stakeholders and business partners.
• Proactive, tech‑savvy, and solutions‑oriented.

Technical Proficiency (Required)

• Salesforce CRM: Advanced user, able to track leads, manage pipelines, and generate perform