Manager, Sales Support
About The Position
At Caribou, we care about giving people financial freedom so they can focus on what’s most important to them. Today, less than two percent of Americans refinance their auto loans despite drastic increases in the cost of new and used cars. We see huge potential to help folks reduce their monthly auto expenses, as well as increase the predictability of those expenses over time. We do this by building technology to pair customers with community banks and credit unions, and ushering them through the process quickly. On average, our drivers save $159/month on their car loans while protecting their investment long term. Caribou is led by leaders from the technology, automotive, and finance industries. We’re proud to be backed by a great team of investors, including QED Investors, Goldman Sachs, Moderne Ventures, Accomplice, Link Ventures, Motley Fool Ventures and others. About the Role Lead a team of Sales Support Supervisors, maintaining accountability to team performance goals and KPIs Own the primary drivers of bottom of funnel performance, specifically Contract Sent to Contract Signed, and Contract Signed to Sent to QA Monitor complex Sales Support metrics and provide a regular, data-driven cadence of reports to the Director and key stakeholders. In collaboration with the Director, design and implement Sales Support strategies that remove friction for our customers and lenders. Partner with Sales Enablement to standardize onboarding and ongoing development, ensuring every specialist across all pods receives consistent, high-quality coaching. Oversee performance management of the Sales Support team, including conducting regular talent assessments in partnership with P&C Cultivate a team culture that includes high ownership, customer-first focus, fast-paced, high integrity, and an optimistic and positive environment This role may work remotely from a state where Caribou operates with a strong preference for Denver, CO. This role requires attendance at occasional in-person meetings.
Requirements
- 5+ years of experience in a high volume contact center environment in a regulated industry (ex. fintech, insurance, or similar), with at least 3+ years of experience specifically managing frontline leaders or supervisors.
- You possess elite people management skills with a track record of leading through others. You don’t just manage tasks; you develop the leadership capacity of your Supervisors, ensuring they are effective coaches, fair evaluators, and strong culture-carriers for their individual pods.
- Exceptional computer literacy and ability to manage and adapt with multiple software programs
- Strong communication skills
- Must be authorized to work in the USA
Responsibilities
- Lead a team of Sales Support Supervisors, maintaining accountability to team performance goals and KPIs
- Own the primary drivers of bottom of funnel performance, specifically Contract Sent to Contract Signed, and Contract Signed to Sent to QA
- Monitor complex Sales Support metrics and provide a regular, data-driven cadence of reports to the Director and key stakeholders.
- In collaboration with the Director, design and implement Sales Support strategies that remove friction for our customers and lenders.
- Partner with Sales Enablement to standardize onboarding and ongoing development, ensuring every specialist across all pods receives consistent, high-quality coaching.
- Oversee performance management of the Sales Support team, including conducting regular talent assessments in partnership with P&C
- Cultivate a team culture that includes high ownership, customer-first focus, fast-paced, high integrity, and an optimistic and positive environment
Benefits
- Competitive compensation: $80k - $100k
- Eligible for annual performance-based Incentive
- Equity options
- 401(k) retirement plan
- Generous paid time off including Flexible Time Off (FTO) for all employees and 100% paid parental leave for all parents
- Exceptional benefits including highly subsidized medical, dental, and vision plans, and fully company-paid mental health, disability, and basic life insurance
- Optional benefits to suit your individual circumstances such as HSAs (with Caribou HSA contributions), FSAs, supplemental life and health, legal, and pet insurance
- Up to $1,000 per year for eligible professional development expenses
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
