About the Role
We are seeking a proactive and highly motivated Senior Sales & Customer Service Manager to lead, coach, and grow our sales and support teams in the mental healthcare space. The ideal candidate is not only passionate about mental health and helping people but also thrives in a fast-paced environment where coaching, communication, accountability, and data-driven strategies are key.
This position is integral to maintaining our customer service excellence, driving sales, supporting retargeting efforts, and fostering a team culture focused on quality, empathy, and growth.
Key Responsibilities
- Design, develop, and implement training materials tailored to sales and customer service teams.
- Train new and existing staff, ensuring alignment with company goals, service quality, and ethical standards.
- Motivate, guide, and mentor team members to achieve performance targets.
- Conduct regular team evaluations, performance assessments, and identify areas for upskilling.
- Lead team hiring, onboarding, and succession planning.
- Fill in for team members during leaves, absences, or peak demand periods.
- Host and chair meetings to maintain alignment and morale.
- Monitor and listen to calls to ensure service excellence, adherence to scripts, and emotional intelligence.
- Provide constructive feedback and coaching based on call quality and team interactions.
- Ensure prompt callbacks and proactive retargeting of potential clients.
- Personally assist in callbacks or take direct calls when necessary to meet standards or support the team.
- Conduct video calls with clients to address concerns and answer queries in a clear, compassionate manner.
- Support the collection of payments, working closely with finance and customer teams.
- Maintain and exceed customer satisfaction metrics.
- Work closely with the marketing team to align messaging, strategy, and client communication.
- Coordinate with the Google Ads team and stats team to evaluate campaign effectiveness and client acquisition efforts.
- Contribute to reputation management, including overseeing reviews and client feedback processes.
- Lead regular audits and implement improvements based on performance data and client feedback.
- Use insights to create evaluation reports, identify performance gaps, and optimize customer journeys.
- A self-motivated leader who enjoys reading, learning, and teaching.
- Willing to spend personal time learning about retargeting strategies and continuously improving training methods.
- An empathetic communicator who understands the sensitivity of working in mental healthcare.
- A team player with hands-on experience in sales or customer support, particularly in high-empathy industries.
- Comfortable multitasking across leadership, direct customer interaction, and strategic planning.
Qualifications
- 5+ years in sales, customer service, or team leadership roles (healthcare industry preferred).
- Experience in training, coaching, and managing teams.
- Familiarity with CRM systems, call review tools, and Google Ads analytics.
- Strong written and verbal communication skills.
- Passionate about mental health, learning, and team empowerment.
