Sales Support Lead

Role Overview

• Oversee backend project management operations while supporting Sales Executives, Account Managers, suppliers, and clients to ensure an exceptional customer experience.
• Play a key leadership role in coaching and developing team members, optimizing workflows, and ensuring seamless support across the sales and project management functions.
• Create training sessions and/or assist the Manager of Creative Project Management with training sessions.
• Conduct a thorough review and approval of CPMC and CPMSC's work during training to ensure accuracy.
• Create and optimize training guides for new processes, updates, and workflow changes to ensure full team alignment and readiness.
• Have 1:1s with every CPMC and CPMSC. Coach, motivate and improve their performance.
• Coordinate recognition and remote events, within Kotis’ parameters, for CPMC and CPMSCs that fosters team cohesion and camaraderie, organizing team events to celebrate achievements and build a positive work culture.
• Maintain an efficient productivity data system to track and evaluate the quality and completion of assistant's work.
• Assign low-lead and non-program clients to CPMCs to guarantee that all incoming clients receive timely support and are guided smoothly through the ordering process.
• Manage task delegation from AEs and CPMs when no support is available, ensuring all tasks are completed accurately and within deadlines.
• Oversee team coverage and scheduling, including PTO approvals, ensuring uninterrupted support for the Creative Project Manager and stepping in to cover coordinator responsibilities during absences.
• Deliver structured performance evaluations at the 3-month, 5-month, and annual milestones, providing clear feedback to support growth and accountability.

Requirements

• Bachelor's degree in Marketing, Communications, Business Administration, or any related field
• 3-5 years of experience in a team lead role in the BPO industry
• Strong verbal, written, and English communication skills
• Ability to work overnight/graveyard shifts in Philippine time or within US operating hours
• Microsoft Excel required; Microsoft Office knowledge required
• Direct experience in the promotional industry or comparable e-commerce experience is beneficial
• Customer orientation and the ability to adapt to and respond to diverse types of characters
• Comfortable with social media marketing
• Various promotional industry-specific software (i.e., Sage, ESP, CommonSku, Syncore)

Benefits

• Industry-leading salary packages
• Permanent work-from-home setup
• Company equipment provided
• Internet stipends upon regularization
• HMO Coverage
• PTO credits and service incentive leaves
• Major spring and winter company live events
• Monthly employee appreciation virtual events
• Company-provided career skills training courses
• A company culture focused on your personal and professional growth