[Hiring] Sales Support & Customer Experience Manager @HireLATAM

Role Description

Our Client is seeking a hands-on, tech-forward Remote Sales Support & Customer Experience Manager to lead customer-facing operations across wholesale, retail, trade, and e-commerce channels. Reporting to the Director of Sales, this position initially manages one direct report with plans to scale the team over the next 6–9 months. This role requires an operational builder who will manage inbound B2B/B2C support, assist independent sales representatives, resolve complex claims (shipping damage, product defects, replacements), and actively implement AI-driven tools, automation workflows, and ERP/CRM optimizations to scale department operations.

Key Responsibilities

• Sales Support & Independent Rep Coordination:
  • Oversees all inbound B2B sales inquiries across wholesale, retail, and trade accounts, ensuring accurate, timely, and professional responses.
  • Supports a national network of independent sales representatives by providing rapid assistance on product specifications, pricing tiers, inventory availability, formal quotes, order processing, and account inquiries.
  • Manages new account onboarding workflows, facilitating a smooth transition from initial inquiry to active purchasing customer.
  • Partners closely with the Director of Sales to align customer support practices with revenue targets, lead response goals, and customer retention strategies.
• Multi-Channel Customer Experience & Claims Management:
  • Owns multi-channel support operations across helpdesk ticketing, phone, live chat, and email channels.
  • Serves as the primary escalation point for complex, sensitive customer situations, ensuring rapid resolution with exceptional care.
  • Manages post-delivery freight and product claims—including shipping damage, order discrepancies, defective items, replacement orders, and credit issuing.
  • Establishes clear Service Level Agreements (SLAs) for response times, resolution velocity, and customer satisfaction scores while maintaining commercial judgment to control resolution costs.
• Process Improvement, Automation & AI Implementation:
  • Audits existing workflows to identify operational bottlenecks, redesigning scalable processes that enhance communication speed and accuracy.
  • Champions the adoption of automation and AI-powered tools (such as AI ticketing assistants, automated follow-ups, and macro templates) to eliminate manual tasks.
  • Leverages ERP (Odoo), CRM, and helpdesk tools to build structured knowledge bases, standard operating procedures (SOPs), and automated customer updates.
  • Continuously measures operational metrics and customer feedback to refine systems, enabling business growth without linear headcount growth.
• Team Leadership & Department Development:
  • Directly manages, trains, and mentors an initial support team member, taking responsibility for recruiting and onboarding additional personnel as the department scales.
  • Establishes clear KPIs, daily operational standards, and performance accountability across the team.
  • Creates standard operating procedures, internal training modules, and comprehensive product reference guides.
  • Fosters a culture of proactive ownership, urgency, continuous process improvement, and customer-centric problem solving.

Qualifications

• 3–5+ years of experience managing customer experience, sales operations, client success, or multi-channel customer support, ideally with team management experience.
• Demonstrated expertise managing support operations across wholesale, retail distribution, commercial trade, and direct-to-consumer e-commerce channels.
• Proven track record of independently diagnosing operational inefficiencies, building SOPs, and shipping technology-driven process improvements.
• Demonstrated experience or strong practical interest in leveraging AI tools, workflow automation, and modern helpdesk software to streamline repetitive communication.
• Hands-on experience with helpdesk platforms (Zendesk, Gorgias, Freshdesk), CRM tools, and enterprise resource planning systems (experience with Odoo is a strong plus).
• Experience managing freight claims, shipping damages, replacement orders, and warranty policies while balancing customer goodwill with cost control.
• Native-level written and spoken English communication skills to interact professionally with executive leadership, B2B retail buyers, independent reps, and consumers.
• Full availability to work standard US business hours (Monday – Friday, 9:00 AM – 5:00 PM ET).
• High-performance personal workstation laptop/desktop, HD webcam, noise-canceling headset, and reliable high-speed internet connection.

Preferred Qualifications

• Industry experience in furniture, home decor, consumer durables, building materials, wholesale distribution, or physical product e-commerce.
• Direct experience configuring Odoo ERP workflows, ticketing modules, or automated inventory interfaces.

Application Disclaimer: Please Read Before Proceeding

• Voice/Video Recording is REQUIRED. Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
• Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role.
• To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications.
• All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.