Phone Support / Sales Manager
Phone Support / Sales Manager
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USD 2200 - 2500
1 Vacancy
Job Description
This is a remote position.
We re a fast-growing book publishing company passionate about helping authors bring their stories to life and reach millions of readers. Our mission is rooted in innovation quality and unmatched customer satisfaction. As we continue to scale we re seeking a driven and experienced Phone Support/Sales Manager to lead and build a high-performing phone-based support and sales team from scratch.
Position Overview:
The Phone Support/Sales Manager will be responsible for launching scaling and managing the entire phone support and sales department. This includes hiring and training agents setting sales and support KPIs designing call flows ensuring exceptional customer experiences and maximizing revenue through upselling and conversions.
Key Responsibilities:
Support & Sales Team Leadership
- Build a high-performing team from the ground up recruiting onboarding and training phone agents for both customer support and sales roles.
- Develop SOPs training manuals scripts and performance benchmarks.
- Provide real-time coaching feedback and performance management.
Sales & Revenue Growth
- Set and manage sales targets for the team (upselling renewals first-time conversions).
- Identify high-potential leads/customers and design outreach and retention strategies.
- Collaborate with marketing and product teams to align on campaign goals and offers.
Customer Satisfaction
- Ensure calls are handled with professionalism empathy and efficiency.
- Monitor and improve CSAT scores response times and first-call resolution rates.
- Handle escalated customer issues and turn around negative experiences into positive ones.
- Oversee and monitor all customer support interactions for quality and adherence to company standards.
- Conduct regular QA audits of phone calls and support tickets identifying areas for improvement.
- Provide feedback to agents on customer interactions focusing on areas such as tone accuracy empathy and problem resolution.
- Collaborate with the training team to ensure customer service agents are equipped with the right tools knowledge and techniques for optimal performance.
Operational & Strategic Management
- Design daily workflows and schedules to ensure consistent phone coverage.
- Implement CRM and phone tracking tools (e.g. RingCentral Aircall HubSpot etc.).
- Analyze team performance reports and use data to optimize systems and outcomes.
Requirements:
- 3 years of experience in phone support or inside sales management (preferably in publishing e-commerce SaaS or fast-paced consumer industries).
- Demonstrated success in building and scaling teams from scratch.
- Proven track record in meeting or exceeding sales and revenue targets.
- Strong leadership organizational and interpersonal skills.
- Data-driven with a good understanding of call metrics CRM tools and workflow optimization.
- Excellent verbal and written communication.
- Ability to thrive in a fast-paced ever-evolving environment.
Preferred:
- Experience in book publishing creative industries or subscription-based business models.
- Familiarity with tools like HubSpot Salesforce Dialpad Aircall or similar platforms.
What We Offer:
- Competitive salary performance bonuses tied to team KPIs and revenue growth.
- Remote-first culture with flexibility.
- Opportunity to build and lead a department from scratch with real impact.
- Access to professional development and leadership training.
- Passionate mission-driven team that loves books and creativity.
Employment Type
Full Time
