Sales Support Supervisor

Key Accountabilities and Responsibilities:

Team Supervision and Leadership

• Lead and mentor the sales support team to ensure high performance, engagement, and professional growth.
• Coach, train, and give feedback to team members to support growth and improve performance.
• Monitor workload distribution and ensure timely completion of tasks.
• Lead focused team huddles to align on goals, share updates, and resolve issues collaboratively.

Sales Support Task Management

• Ensure timely and accurate completion of support activities assigned to the team, aligned with service expectations.
• Monitor task execution to verify compliance with internal guidelines, standards, and procedures.
• Resolve task discrepancies by identifying issues early and providing prompt coaching or corrective actions.
• Provide ongoing feedback and guidance to team members to maintain quality and accountability in task delivery.

Customer and Sales Team Support

• Act as the escalation point for complex customer and internal inquiries, ensuring timely and effective resolution.
• Deliver responsive and professional support to internal teams and clients, maintaining high service standards.
• Track and analyze support trends to proactively address common issues and improve response strategies.

Reporting and Documentation

• Prepare regular performance reports for management, highlighting key metrics and team achievements.
• Analyze data and metrics to provide actionable insights that support decision-making and performance improvement.
• Maintain and update training documentation to ensure alignment with current processes and standards.

Process Improvement and Compliance

• Identify and implement process enhancements to streamline sales support operations and improve efficiency.
• Conduct regular process reviews with the team to gather feedback and uncover inefficiencies.
• Develop and enforce standard operating procedures, ensuring alignment with company policies and best practices.
• Support internal audits and ensure compliance with internal controls and regulatory requirements.

Cross-Functional Collaboration

• Coordinate actively with internal teams—including Sales, Implementation, RFX, Tech, Legal, and Contracts—to ensure timely completion of support activities.
• Facilitate smooth communication between sales support and other departments to resolve issues and align on shared goals.

Stakeholder Management

• Maintain strong relationships with key stakeholders across departments to ensure alignment and trust.
• Communicate updates and expectations clearly, managing stakeholder concerns and setting realistic timelines.
• Represent the sales support team in meetings and planning sessions to advocate for team needs and priorities.

Qualifications:

• Must be a bachelor's degree holder
• Must have knowledge and experience in end-to-end sales operations work or any similar sales support work
• Must have at least 2 years of proven leadership or supervisory experience in multiple functional areas and business streams
• Must have a keen eye for details and the ability to manage data with accuracy and completeness
• Must have excellent written and verbal communication skills and the ability to effectively collaborate across all levels of the organization
• Must be dynamic or capable of balancing multiple priorities in various work areas
• Must be willing to work night shift
• Intermediate to advance skills in MS Excel
• Proficiency in MS Office suite and web-based applications
• Familiarity in sales commission platform (nice-to-have)
• Working knowledge in CRM platform or equivalent e.g. Oracle-based CRM, Salesforce

Internal Hiring Requirements:

• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months

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