The Sales Support Supervisor I is responsible for leading a team that provides critical support to account managers, implementation managers, onshore sales support, and clients. This role ensures the smooth execution of sales support activities, adherence to company policies, and delivery of high-quality service. The supervisor will oversee task management, monitor team performance, and drive process improvements to enhance operational efficiency. Additionally, the role requires strong collaboration across departments to ensure seamless communication and alignment with business objectives.
Key Accountabilities and Responsibilities:
Team Supervision and Leadership
- Lead and mentor the sales support team to ensure high performance, engagement, and professional growth.
- Coach, train, and give feedback to team members to support growth and improve performance.
- Monitor workload distribution and ensure timely completion of tasks.
- Lead focused team huddles to align on goals, share updates, and resolve issues collaboratively.
Sales Support Task Management
- Ensure timely and accurate completion of support activities assigned to the team, aligned with service expectations.
- Monitor task execution to verify compliance with internal guidelines, standards, and procedures.
- Resolve task discrepancies by identifying issues early and providing prompt coaching or corrective actions.
- Provide ongoing feedback and guidance to team members to maintain quality and accountability in task delivery.
Customer and Sales Team Support
- Act as the escalation point for complex customer and internal inquiries, ensuring timely and effective resolution.
- Deliver responsive and professional support to internal teams and clients, maintaining high service standards.
- Track and analyze support trends to proactively address common issues and improve response strategies.
Reporting and Documentation
- Prepare regular performance reports for management, highlighting key metrics and team achievements.
- Analyze data and metrics to provide actionable insights that support decision-making and performance improvement.
- Maintain and update training documentation to ensure alignment with current processes and standards.
Process Improvement and Compliance
- Identify and implement process enhancements to streamline sales support operations and improve efficiency.
- Conduct regular process reviews with the team to gather feedback and uncover inefficiencies.
- Develop and enforce standard operating procedures, ensuring alignment with company policies and best practices.
- Support internal audits and ensure compliance with internal controls and regulatory requirements.
Cross-Functional Collaboration
- Coordinate actively with internal teams—including Sales, Implementation, RFX, Tech, Legal, and Contracts—to ensure timely completion of support activities.
- Facilitate smooth communication between sales support and other departments to resolve issues and align on shared goals.
Stakeholder Management
- Maintain strong relationships with key stakeholders across departments to ensure alignment and trust.
- Communicate updates and expectations clearly, managing stakeholder concerns and setting realistic timelines.
- Represent the sales support team in meetings and planning sessions to advocate for team needs and priorities.
Qualifications:
- Must be a bachelor's degree holder
- Must have knowledge and experience in end-to-end sales operations work or any similar sales support work
- Must have at least 2 years of proven leadership or supervisory experience in multiple functional areas and business streams
- Must have a keen eye for details and the ability to manage data with accuracy and completeness
- Must have excellent written and verbal communication skills and the ability to effectively collaborate across all levels of the organization
- Must be dynamic or capable of balancing multiple priorities in various work areas
- Must be willing to work night shift
- Intermediate to advance skills in MS Excel
- Proficiency in MS Office suite and web-based applications
- Familiarity in sales commission platform (nice-to-have)
- Working knowledge in CRM platform or equivalent e.g. Oracle-based CRM, Salesforce
