Inside Sales Manager

Summary

Join PadSplit's expanding Member Acquisition team as a dedicated leader to optimize daily operations, enhance team performance, and streamline the member acquisition process. This critical role involves managing an offshore team, analyzing performance metrics, coaching agents, and using data-driven strategies to improve processes and member engagement. The ideal candidate is a results-oriented leader with experience managing offshore teams, analyzing performance metrics, and coaching agents to success. Strong analytical and collaboration skills are essential, along with a commitment to improving processes and member engagement. This fully remote position offers competitive compensation, equity, comprehensive healthcare, unlimited PTO, and paid parental leave.

Requirements

• Proven track record of managing and motivating offshore teams to achieve performance goals
• Demonstrated ability to develop, manage, and monitor KPIs and SLAs to ensure team success
• Experience conducting QA reviews, with a focus on identifying areas for improvement and coaching agents effectively
• Strong data analysis skills to track trends, identify issues, and drive data-informed decisions
• Ability to identify inefficiencies and implement process improvements to streamline operations
• Adept at working cross-functionally with teams like Product, Marketing, and Customer Experience to align strategies and goals
• Excellent verbal and written communication skills to guide the team, address escalations, and liaise with stakeholders
• A commitment to providing superior service and delivering a positive member experience
• Flexibility to thrive in a remote, dynamic environment and adjust strategies as needed to meet business goals

Responsibilities

• Manage the day-to-day activities of an offshore Member Acquisition team, ensuring smooth and efficient workflows
• Monitor and evaluate team performance against established KPIs and SLAs, providing regular feedback to improve outcomes
• Conduct regular QA reviews of agent calls and other interactions to ensure compliance with guidelines and identify coaching opportunities
• Prepare and present detailed performance reports, using data to highlight trends and inform strategy
• Design and implement tests to optimize member engagement and team effectiveness
• Work closely with internal teams to develop and refine communication materials, scripts, and acquisition strategies
• Address questions or escalations from internal and external stakeholders with professionalism and efficiency
• Refine team structures, workflows, and tools to enhance efficiency, productivity, and member experience

Preferred Qualifications

Experience with CRM and customer service tools like Zendesk and HubSpot

Benefits

• Fully remote position
• Competitive compensation package including an equity incentive plan
• National medical, dental, and vision healthcare plans
• Company provided life insurance policy
• Optional accidental insurances, FSA, and DCFSA benefits
• Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays
• 401(k) plan
• Twelve (12) weeks of paid time off for both birth and non-birth parents
• The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis
• $70,000 - $80,000 a year