Job Description

Inbound Sales & Customer Operations Specialist

Location: Remote
Schedule: Full-Time | CST/EST Overlap

About the Opportunity

We are a fast-growing, tech-enabled home services company redefining how homeowners connect with skilled professionals. With operations across multiple markets and plans for continued geographic expansion, we are building a centralized inbound sales and customer operations function to support growth.

This role will serve as the frontline owner of inbound leads, customer communication, and early-stage sales conversion , while also supporting ongoing customer coordination across active projects.

This is not a traditional support role — it is a sales-minded, high-urgency operator position that directly impacts revenue, customer experience, and operational scalability.

In the early stages, this role will be cross-functional and hands-on , with the opportunity to evolve into a more specialized role as the team scales.

The Role

We are seeking a highly responsive, organized, and customer-focused operator to manage inbound communication, qualify leads, drive conversions, and support customer coordination across multiple markets.

You will act as the central communication hub , ensuring every lead is responded to quickly, every customer interaction is high quality, and no opportunity falls through the cracks.

Key Responsibilities

Lead Response, Qualification & Conversion

• Respond to all inbound leads (calls, texts, forms, email) within defined SLAs
• Call new lead submissions quickly to establish first contact (target: <5 minutes)
• Conduct intake, ask key qualifying questions, and capture detailed project information
• Drive leads to the next step: schedule on-site estimates or initiate virtual estimates
• Book appointments directly on team calendars with complete and accurate information
• Follow up consistently with new and existing leads to maximize conversion to estimates/on-sites
• Re-engage older or unconverted leads to generate additional pipeline

Inbound Communication Ownership

• Own all inbound customer communication across phone, text, and email
• Maintain high answer rates and fast response times across all channels
• Deliver a clear, professional, and helpful experience in every interaction
• Represent the company with confidence and strong communication skills

Customer Support & Coordination

• Resolve straightforward customer questions and issues in real time
• Escalate more complex needs to the appropriate teams (Sales, Customer Success, Field Operations)
• Support customer onboarding and early-stage project coordination
• Assist with ongoing project communication (schedule updates, changes, issues, etc.)
• Ensure seamless handoffs between teams and that nothing falls through the cracks

CRM Hygiene & Visibility

• Maintain accurate, up-to-date notes on all interactions within internal systems
• Track lead status, next steps, and outcomes consistently
• Capture key data to support reporting, visibility, and process improvement
• Contribute to building scalable workflows and operational best practices

What We’re Looking For

Core Experience

• 2–5+ years in inbound sales, customer-facing roles, or sales operations
• Strong experience handling phone-based interactions and real-time conversations
• Proven ability to drive outcomes (appointments, conversions, next steps) — not just respond

Key Skills & Traits

• Excellent communication skills (phone and written)
• Customer-focused and solutions-oriented mindset
• Strong sense of urgency and responsiveness
• Highly organized with the ability to multitask in a fast-paced environment
• Ability to follow structured processes while adapting to dynamic situations
• Comfortable using CRM systems and scheduling tools

Nice to Have

• Bilingual (Spanish-English) strongly preferred
• Background in service-based industries (home services, construction, hospitality, retail, etc.)
• Experience supporting both sales and customer operations functions

What Success Looks Like

• No inbound calls or leads go unanswered
• High-quality customer interactions that convert into booked estimates and jobs
• Fast, consistent responses across all communication channels
• Strong follow-up discipline across all leads and opportunities
• Smooth, seamless handoffs between sales, operations, and field teams
• Positive customer feedback and strong overall experience
• Improved conversion rates across inbound pipeline

Compensation (LATAM Benchmark)

• $1,500 – $2,500 USD/month depending on experience
• Higher range for candidates with strong sales/conversion backgrounds

Growth Opportunity

This role is foundational to building a centralized, scalable inbound sales and customer operations function . As the business expands into new markets, this team is expected to grow rapidly.

High performers will have the opportunity to:

• Help shape systems, processes, and workflows
• Grow into team lead or specialized roles (Sales Ops, Customer Success, etc.)
• Be part of scaling a high-growth, multi-market operation

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