Senior Sales and Customer Service Manager
American Healthcare Practice
Salary:
Gross salary
$1200 - 2000
Type:
Full time
Tags: Analytics Google Ads Customer Service CRM
We are seeking a proactive and highly motivated Senior Sales & Customer Service Manager who is kind, patient and compassionate. 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.
Job opportunity on getonbrd.com.
Job functions
- 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.
- 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.
- 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.
- 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 and requirements
- 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.
- Empathetic, kind, compassionate person with the ability to instil confidence in people around them.
- Please submit the CV in English.
Desirable skills
- Experience in a mental health company or any healthcare practice.
- Familiarity with HIPAA Compliance and industry protocols.
Conditions
- Remote work
- US Shift- 9 AM to 6 PM ET
Source: GetOnBoard | Main Category: Sales