Manager, Sales Support

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

📋 Description

• Oversee daily operational activities, team performance, and automation projects for the Sales Support department.

• Report directly to the Sr. Director of Sales Operations.

• Manage workforce scheduling and promote team accountability using essential operational metrics.

• Address and resolve intricate sales escalations.

• Take ownership of the Megan Bot automation platform and spearhead ongoing enhancements.

• Identify, design, and implement automation projects and team processes.

• Direct daily queue workflows, ensure SLA compliance, and manage workforce scheduling.

• Monitor case metrics and execute proactive plans for volume reduction.

• Supervise Call Pilot Verification and licensing processes for HIS, Solicitor, and Terros.

• Handle cross-functional IT issues using BrightPath and Splat.

• Conduct weekly one-on-one meetings with team leads and onshore agents.

• Drive performance evaluations, skill development, and team synchronization.

• Maintain alignment with offshore partner operations.

• Collaborate with Sales, Underwriting, Install Pipeline, Customer Care, and IT regarding escalations.

• Uphold resolution SLAs for sales support tickets and cases.

• Promote bot adoption to minimize manual case volume.

• Ensure compliance with standards across licensing, verification, and escalations while managing coverage.

⛳️ Requirements

• High School Diploma or equivalent is mandatory.

• A Bachelor’s degree in Business, Operations, or a related field is preferred.

• A minimum of 6 years of professional experience in sales support, operations, or customer support environments.

• Strong experience in solar operations, customer support, or leadership within sales operations.

• Advanced proficiency in Salesforce (SFDC) reporting, Excel, and Google Workspace (G-Suite).

• Practical experience in managing workflow or bot automation platforms (e.g., Megan Bot).

• Demonstrated structured problem-solving capabilities with the ability to effectively manage changing priorities.

• Proven track record of utilizing team metrics to enhance performance and drive operational efficiencies.

• Willingness to travel to corporate offices 3–5 times per year.

🏝️ Benefits

• Opportunities for employee development and career advancement.

• A culture focused on employee well-being and safety.

• Access to top-tier tools and AI-driven support.

• Meaningful incentive programs.

• Resources available to foster a career in the clean energy sector.

• Flexible remote work arrangement.

• Travel to corporate offices 3–5 times per year.