Who We Are:
At Tribe Wellness Sales, Inc., we sell health and wellness products to help our customers live a healthy and fulfilling life.
We are currently seeking a highly qualified Head of Support and Inbound Sales. You will build and lead a 30 person team of remote reps and report directly to the CEO every day.
This is a fully remote role. We will be opening an Austin office in 2025, giving you the option, but not the obligation, to work from our new state of the art management office in southwest Austin.
What You'll Do:
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Build and Lead a Team of Remote Reps that answer Inbound Sales Calls from Customers: You will enjoy a steady flow of inbound sales calls from our customers where your reps will help them complete their online order over the phone.
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Build and Lead a Team of Remote Reps that answer Inbound Support Calls from Customers: Our customers need help with returns, product questions, and general support for their purchase, and you will lead the friendly voices on the phone that help guide them to an outstanding customer experience.
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Build and Lead a Team of Remote Reps that recover abandoned cart and declined web orders: Some of our customers abandon their online cart, or have their online purchase decline. You will lead the team to contact 100% of these opportunities and achieve a specific recovery rate on all of our abandoned carts and online decline sales.
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Report to the CEO: You will be responsible for reporting your performance metrics directly to the CEO at the end of every day.
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Learn: We will teach you how to train your reps to ethically close high ticket sales of health and wellness products to help customers with their specific challenges. We train every day. And while we like to have fun doing work that we love, we take what we do very seriously.
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Earn: You will have the opportunity to earn a significant monthly bonus based on your performance for key metrics like customer satisfaction scores, average order value, and volume of calls that you handle.
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Live: Work from your own home and utilize our tech tools and platforms.
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KPIs
- Refund Save Rate
- Customer Satisfaction Score
- Inbound Sales Conversion Rate
- Inbound Sales AOV
- Abandoned Cart Recovery Rate
- Decline Recovery Rate
- Average Hold Time
What's In It For You:
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Excellent Earnings: Our Head of Support and Inbound Sales has the opportunity to earn a significant monthly bonus based on your team's performance for key metrics like customer satisfaction scores, abandoned cart and decline recovery rate, average order value, and volume of calls that you handle.
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College Level Sales Training: Our patented sales training methodology has been offered as college credit at Texas State University's Sales Masters Program.
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Work From Home: You will work from your own home and just log in to our systems. You will have access to our Austin office coming in 2025
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Monetize Your Passion For Health and Wellness: We are looking for a Head of Support and Inbound Sales that has a personal passion for health and wellness.
What We’re Looking For:
- Hard working, detail oriented and highly driven individual who embodies Tribe's core values of helping people heal.
- Highly Proficient with Salesforce CRM Platform (Huge Bonus if you are a Salesforce Admin)
- Experience with Vonage Phone System
- Highly Proficient with Google Sheets
- Experience with Time Doctor for tracking reps hours
- Knowledge, background or raw passion around health and wellness. This is a non-negotiable, you will literally be talking about health and wellness with your team all day long
- Experience in sales training is a huge advantage.
- Experience in recruiting, hiring, and onboard training.
- A self-starter, motivated by personal growth opportunity and the drive to excel in life.
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Minimum 10+ years of Call Center Leadership
- Must have 3 references to validate that you have successfully led a team of 30+
- We require a stable internet connection capable of supporting seamless voice and video communications, and data transfer, with an Octane Speed of 20,000 or greater, (https://chromium.github.io/octane/).
- A fast and reliable laptop or desktop computer, with working mic, camera, and a working headset. You will be on zoom with your team throughout the day.
- The ability to work Monday-Friday 8am-5pmCST
Join us if you’re ready to lead this team while personally thriving in a health and wellness inbound sales and support environment.
If that sounds like you, we are your tribe.
Apply today and put your passion for health and wellness to work.
Did You Just Find Your Tribe?
(a quick personal hello from the CEO of Tribe)
Thank you for taking a few minutes to read about our mission, and my current focus of finding the PERFECT PERSON to lead our Customer Support, Inbound Sales, and Abandoned Cart/Decline Recovery teams.
What we do and how we do it is deeply meaningful to me. My name is Christopher Chad Wilbourn, I am the founder and CEO of Tribe Wellness Sales in Austin, TX. For over a decade it has been my honor to combine my superpower of teaching sales and customer support with my personal passion for helping people live a healthier and more fulfilling life.
If you would care to read it, I would like to share just a little bit more about what this role is and how important you will be.
Tribe Wellness Sales is very proud to be building our newly formed inbound sales and support teams, and we are looking for the perfect leader to build and guide this brand new team.
What is a Head of Support and Inbound Sales?
The Head of Support and Inbound Sales is the leader that manages:
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Inbound Support Team - This teams answers inbound phone calls from customers that need customer support with their product
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Refund Saves Team - This team answers inbound phone calls and offers the customer a partial refund to keep the product and commit to getting results
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Inbound Sales Team - This team answers inbound phone calls and helps customers complete their order
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Abandoned Cart Recovery Team - This team places outbound calls to the customers that abandoned their cart for their online order, with the goal of recovering 25%+ of the abandoned carts every day
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Decline Recovery Team - This team places outbound calls to the customers whose online order did not successfully process, with the goal of recovering 75%+ of the declined orders every day
If you have extensive experience leading these types of teams, AND a deep personal passion for health and wellness, I want to meet you. You will work side by side with me personally to build this team from scratch, and you are the foundation.
Thank you for taking the time to learn a little more about us.
Onward,
Christopher Chad Wilbourn
CEO and Head of Sales
Tribe Wellness Sales, Inc
Austin, TX
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