Head of Inside Sales – Customer Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Create, establish, and oversee centralized customer-facing functions across Thrive brands and markets.

• Take ownership of the strategy, operational framework, and performance metrics for centralized Inbound Lead Response and Inside Sales teams.

• Develop and expand centralized inbound operations for phone calls, web inquiries, SMS/text messages, and additional inbound demand.

• Design a future-oriented lead intake model and guarantee consistent response times across various markets.

• Manage inbound coverage, operational hours, weekend availability, staffing models, seasonal workforce planning, and service-level expectations.

• Define and train teams on customer engagement protocols, playbooks, and training resources.

• Establish processes to convert inbound demand into sold programs, qualified appointments, or subsequent steps for field and branch teams.

• Set up inside sales for outbound follow-up, re-engagement, and additional service sales.

• Develop outbound playbooks, scripts, coaching programs, and performance metrics.

• Collaborate with branches and Marketing on customer retention, cancellation prevention, renewals, prepay initiatives, and win-back outreach.

• Oversee quality standards, QA programs, call monitoring, coaching, and feedback mechanisms.

• Direct contact center technology strategy, phone architecture, call routing, queues, IVR, escalation procedures, and platform integrations.

• Collaborate with IT and functional teams for implementation and support; assess AI and other technological advancements.

• Ensure customer contact practices adhere to TCPA and PCI regulations.

• Cultivate relationships with branch, district, and field leadership, guiding customer-contact transitions for acquired brands.

• Define KPIs and executive dashboards encompassing inbound, outbound, customer experience, revenue, cash flow, and retention metrics.

• Present insights, trends, and improvement strategies to the President, District Leaders, and executive leadership.

• Build, hire, and lead a high-performing organization.

• Develop managers and frontline leaders through coaching, performance management, and succession planning.

• Design incentive and compensation plans for centralized teams.

• Promote accountability, field collaboration, and a customer-first mindset.

⛳️ Requirements

• Demonstrated experience leading inside sales and/or customer experience teams of at least 30 employees.

• Over 10 years of experience in phone-based inside sales.

• A minimum of 5 years in a leadership role.

• Proven success in achieving individual and team goals.

• Strong B2C expertise with high-volume customer interactions through phone and digital channels.

• Proven success in building and scaling centralized, customer-facing functions.

• Data-driven operational mindset with sound judgment in balancing growth, cash performance, and customer experience.

• Experience in building inside sales, CX, or contact center organizations from the ground up (preferred).

• Background in home services, especially recurring-service businesses such as lawn care, pest control, or HVAC maintenance (preferred).

• Experience in effective collaboration with field leadership in a distributed, multi-location environment (preferred).

• Experience in integrating acquired businesses into a shared services model (preferred).

• Knowledge of TCPA compliance for outbound calling and SMS.

• Familiarity with PCI standards for payments processed by phone.

• Candidates located in CST or EST time zones are preferred.

🏝️ Benefits

• Equity Participation.

• Target annual bonus included in OTE.

• Remote work arrangement.

• Up to 10% travel.