Inside Sales & Customer Experience Manager

Summary

Join a leader in the roofing industry as their Inside Sales & Customer Experience Manager to build and scale a centralized Customer Service team. Initially, you will act as an individual contributor, managing inbound leads from platforms like Angi, Thumbtack, and Networx, while simultaneously developing scripts, workflows, and performance metrics. You will report to the VP of Digital Marketing and collaborate with branch leaders and the marketing team to enhance lead conversion rates. The ideal candidate possesses sales acumen, process-building experience, and leadership potential to create a scalable system for converting leads into appointments and revenue. You will implement and manage lead nurturing automation tools, and build and lead a centralized CSR team. This role requires experience managing inside sales or CSR teams in a home services industry, familiarity with speed-to-lead workflows, and experience with lead automation tools.

Requirements

• Experience managing or building inside sales or CSR teams in a home services industry (roofing, HVAC, plumbing, pest control, etc.)
• Experience working leads from third-party sources such as Angi, Thumbtack, Networx, etc
• Familiarity with “speed-to-lead” workflows and daily lead nurturing follow-up strategies
• Ability to build call scripts, design workflows, and manage conversion KPIs
• Experience with lead automation tools like Hatch, Chiirp, or similar
• Ability to thrive in a fast-paced, remote-first environment

Responsibilities

• Work Third-Party Leads and Establish a High-Speed, High-Conversion Process
• Respond to incoming leads from platforms like Angi, Thumbtack, and Networx within 1 minute of submission
• Develop call scripts, objection handling playbooks, and follow-up cadences to maximize appointment set and close rates
• Monitor conversion data to refine scripts, adjust workflows, and optimize performance
• Implement and Manage Lead Nurturing Automation Tools
• Set up, manage, and optimize campaigns in our preferred lead nurturing tool Hatch
• Design multi-touch follow-up sequences and integrate with lead sources to maintain daily contact for unconverted leads
• Track automation performance and make continuous improvements to message timing and content
• Build and Lead a Centralized CSR Team Across Brands
• Hire, train, and manage a team of CSRs responsible for lead intake across multiple brands and markets
• Establish and enforce KPIs for speed-to-lead, appointment set rate, and daily contact goals
• Develop reporting dashboards and QA processes to ensure consistency across varying branch workflows and branding

Preferred Qualifications

• Roofing industry experience
• Familiarity with multi-brand or franchise-style organizations
• Strong communication, organizational, and performance coaching skills
• CRM and call center software experience
• Bilingual (especially Spanish) is a plus
• High school diploma or equivalent required; associate or bachelor’s degree preferred
• At least 5 years of experience in a customer service, inside sales, or lead management role
• Experience building or managing a small team highly preferred
• Prior setup and usage of Hatch or comparable tool required