Customer Experience, Sales & Support Manager
1 day ago
Peoria
Job DescriptionDescription: Reports to: CEO Direct Reports: 1 Sales Rep, 1 CSR (to start, will grow) Compensation: $60,000 base + up to $20,000 performance bonus (OTE $80,000) Location: Remote (must work U.S. hours, Arizona time) Role Overview Dirt Busters is one of Arizona’s fastest-growing residential cleaning companies, serving 880+ recurring customers. We are seeking a hands-on, player/coach Customer Experience, Sales & Support Manager who thrives on both doing and leading. This role is the glue between customers, sales, and field support. You will: • Personally take escalation and cancellation calls., • De-escalate upset customers and save accounts., • Drive sales, upsells, and net customer growth., • Personally sell turning leads into recurring customers, • Support techs in urgent field situations., • Coach a small CSR and sales team by example., • Simplify processes, reduce chaos, and implement automations to make us more efficient as we scale. This is not a “sit-back manager” role. You will be on the phones daily, while also building and improving the team and systems around you. Key Responsibilities Customer Experience & Retention • Personally handle cancellation calls, upset customers, and escalations., • Use empathy and problem-solving to de-escalate and retain customers., • Coach CSR team members to handle routine customer concerns with confidence., • Track cancel saves and attrition rates weekly., • Own review generation and referral campaigns. Sales & Revenue Growth • Manage and personally work the sales pipeline., • Ensure rapid lead follow-up (speed-to-lead) and strong conversion rates., • Upsell add-ons and upgrades for recurring customers., • Train and coach Sales Rep(s) to follow scripts, close deals, and upsell effectively., • Track KPIs: lead response time, conversion %, upsell revenue. Technician Support • Be the first line of support for field technicians (lockouts, reschedules, urgent customer issues)., • Solve issues directly or escalate quickly to scheduling/ops when needed., • Ensure techs feel supported and communication is logged clearly in CRM. Process & Chaos Reduction • Audit current workflows across sales, support, and retention., • Identify recurring breakdowns and simplify processes., • Partner with CIO to build automations (GoHighLevel, HubSpot, etc.) that reduce missed follow-ups and improve efficiency. Social Media Support • Post light content: before/after photos, customer shout-outs, employee highlights., • Keep social presence fun, authentic, and consistent (no ad campaigns required). What Success Looks Like • Cancel saves increasing; fewer customers lost., • Net customer count growing monthly., • Sales conversion rates improving., • Upsell/add-on revenue consistently increasing., • Field technicians feel supported with fewer escalations., • CSRs become more capable and confident under coaching., • Chaos reduced: smoother communication, better workflows, working automations. Qualifications • 3+ years managing sales or CSR teams in a service-based business., • Proven experience handling cancellation calls, de-escalating upset customers, and saving accounts., • Strong phone presence — confident and persuasive., • Track record of owning company-level metrics like attrition % and sales growth (not just personal quotas)., • Experience building automations in GoHighLevel, HubSpot, ServiceTitan, or similar tools., • Strong leadership: able to coach, train, and hold a team accountable., • Tech-savvy and comfortable in CRM, Slack, and multi-channel communication., • Growth mindset — thrives in a busy, scaling environment. Compensation & Growth Path • Base Salary: $60,000, • Bonus: Up to $20,000 annually, based on net customer growth, sales, and revenue., • On-Target Earnings: $80,000, • Growth Path: As Dirt Busters scales, this role grows into CX Director, managing multiple CSRs, Sales Reps, and retention functions.Requirements: