OVERVIEWThe Sales Support Manager leads daily operational execution, team performance, and automation initiatives for the Sales Support team. Reporting to the Sr. Director of Sales Operations, you will manage workforce scheduling, drive team accountability using key operational metrics, and resolve complex sales escalations. Additionally, this role acts as the functional owner of the Megan Bot automation platform, identifying and executing automation projects that scale operations and reduce case volume across the sales organization.
RESPONSIBILITIES- Automation & Process Innovation: Own the Megan Bot platform, driving continuous enhancements and expanding its capabilities across the team. Identify, design, and implement new automation initiatives and team processes to maximize efficiency.
- Operations & Case Management: Direct daily queue workflows, SLA adherence, and workforce scheduling. Track case metrics and execute proactive volume reduction plans.
- Compliance & System Oversight: Oversee the Call Pilot Verification process, Licensing processes (HIS, Solicitor, and Terros), and manage cross-functional IT issues via BrightPath and Splat.
- Team Leadership & Mentorship: Conduct weekly 1:1s with team leads and onshore agents. Drive performance reviews, skill development, and team syncs while maintaining alignment with offshore partner operations.
- Cross-Functional Collaboration: Partner effectively across Sales, Underwriting, Install Pipeline, Customer Care, and IT to resolve cross-departmental escalations.
REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)- High School Diploma or equivalent required; Bachelor's degree in Business, Operations, or a related field preferred
- 6+ years of professional experience in sales support, operations, or customer support environments
- Strong background in solar operations, customer support, or sales operations leadership (internal leadership experience preferred)
- Advanced proficiency in Salesforce (SFDC) reporting, Excel, and Google Workspace (G-Suite)
- Hands-on experience managing workflow or bot automation platforms (e.g., Megan Bot)
- Proven structured problem-solving skills with the ability to manage shifting priorities effectively
- Track record of leveraging team metrics to optimize performance and drive operational efficiencies
KEY PERFORMANCE INDICATORS (KPIS) & SUCCESS METRICS- SLA & Queue Resolution: Maintain high team turnaround times and meet resolution SLAs across all incoming sales support tickets and cases.
- Automation & Case Deflection: Drive adoption of bot features (e.g., Megan Bot) to achieve measurable reductions in manual case volume.
- Team Productivity & Quality: Ensure compliance standards across licensing, verification, and escalations while managing coverage effectively.
WORK ENVIRONMENT & TRAVEL - Physical Demands: Standard office environment requiring extended computer work and active participation in virtual and in-person meetings.
- Travel Requirements: Ability to travel to corporate offices 3-5 times per year
Recruiter:Please note that the compensation information is made in good faith for this position only. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation. Please speak with your recruiter to learn more.
Starting salary/wage for this opportunity:
$88,185.97 to $117,581.29
Compensation decisions will not be based on a candidate's salary history. You can learn more here.
This job description outlines the primary responsibilities, some essential job functions, and qualifications for the role. It may not include all essential functions, tasks, or requirements.
