Head of Inside Sales & Customer Experience

SavATree•,

5d•$180,000 - $200,000•Remote

About The Position

Thrive Brands is hiring a Head of Inside Sales & Customer Experience to design, establish, and lead centralized customer-facing functions across its brands and markets. The role will create greater consistency, faster responsiveness, and a high-quality customer experience while maintaining strong partnerships with field leadership. It owns the strategy, operating model, and performance of centralized inbound lead response and inside sales, including building scalable teams, defining practices and KPIs that support organic growth and retention, and ensuring interactions reflect Thrive’s and each local brand’s service commitments. Sales-related calls are expected to route to this team, while customer service issues route to local branches. The leader will establish centralized inbound and outbound operations, customer retention programs, quality standards, contact center strategy and technology requirements, and performance analytics. They will work with branches, Marketing, IT, and other functional teams; lead the transition of acquired brands into shared services; and hire, develop, and manage a high-performing organization. The position is remote, with candidates in CST or EST time zones preferred, and requires up to 10% travel. It is full-time, permanent, and exempt. Salary is $180,000–$200,000 per year, with stated OTE of $234,000–$260,000 including target annual bonus, plus equity participation.

Requirements

Proven experience leading inside sales and/or customer experience organizations of at least 30 employees.
10+ years of phone-based inside sales experience.
At least 5 years of experience leading a team.
Proven track record of individual and team goal attainment.
Strong B2C background with high-volume customer interactions across phone and digital channels.
Demonstrated success building and scaling centralized, customer-facing functions.
Data-driven operating approach and sound judgment balancing growth, cash performance, and customer experience.

Nice To Haves

Experience building inside sales, customer experience, or contact center organizations from the ground up.
Home services experience, particularly recurring-service businesses such as lawn care, pest control, or HVAC maintenance.
Experience partnering effectively with field leadership in a distributed, multi-location environment.
Experience integrating acquired businesses into a shared services model.

Responsibilities

Build and scale a centralized inbound organization to respond to phone calls, web inquiries, SMS/text messages, and other prospective-customer demand.
Design a future-state lead intake model that reduces branch-level variability and provides consistent speed to contact across markets.
Own inbound coverage strategy, including operating hours, weekend coverage, staffing models, seasonal workforce planning, and service-level expectations.
Define and train teams on Thrive’s customer engagement approach, and create repeatable, auditable playbooks and training assets.
Establish processes to convert inbound demand into sold programs on first contact when possible, or into qualified appointments and next steps for field sales and branch teams.
Ensure centralized teams engage customers in each local brand’s name while preserving brand identity and relationships.
Establish inside sales for outbound follow-up on proposals and estimates, customer re-engagement and appointment-setting, and phone-based additional-service sales.
Build outbound playbooks, scripts, coaching programs, and performance standards; partner with branches so outbound efforts support local priorities and revenue goals.
Own centralized retention outcomes, including cancellation-save workflows, renewal and prepay campaigns, and win-back outreach to lapsed customers.
Partner with branches and Marketing to identify at-risk customers and address causes of churn.
Own quality standards for centralized customer interactions and implement QA programs, call monitoring, coaching, and feedback loops.
Ensure centralized teams operate as an extension of branch teams and enhance rather than replace the local experience.
Own the business strategy, design, and requirements for the customer contact ecosystem, including phone architecture, call routing, queues, IVR, escalation paths, and integrations with CRM, scheduling, and customer data platforms.
Partner with IT and functional teams on implementation and support while retaining accountability for performance, scalability, and customer experience outcomes.
Evaluate and recommend tools and technologies, particularly AI solutions, to support growth and operational excellence.
Ensure customer contact practices comply with applicable regulations, including TCPA for outbound calling and SMS and PCI standards for phone payments.
Build trusted relationships with branch, district, and field leadership and establish communication and feedback loops that provide visibility into centralized performance.
Develop and lead a repeatable process for transitioning acquired brands’ customer contact into shared services while minimizing disruption.
Define and own inbound, outbound, and customer experience KPIs, including call handle rate, speed-to-lead, contact rates, first-contact close rate, revenue per inbound lead, appointment metrics, proposal follow-up conversion, and retention metrics.
Build executive dashboards connecting centralized activity to revenue, cash flow, and customer retention; present insights, trends, and improvement plans to the President, District Leaders, and executive leadership.
Build, hire, and lead a high-performing organization; develop managers and frontline leaders through coaching, performance management, and succession planning.
Design incentive and compensation plans that reward conversion, quality, and retention, and foster accountability, field collaboration, and customer-first decision-making.