Sales Support Lead, Consumer Sales

Peloton

6d•Remote

About The Position

Peloton is seeking a Sales Support Lead, Consumer Sales to serve as a critical operational and leadership backbone for our consumer sales organization. This role is responsible for providing direct support to the consumer sales team, and ensuring that our sales team runs with maximum efficiency. Reporting directly to the Head of Consumer Sales, you will act as a primary point of contact for troubleshooting, process improvement, and administrative tasks within the sales funnel. While this is a remote position, it requires a highly collaborative individual who can work across time zones to support our diverse North American sales teams.

Requirements

Proven experience in sales support, sales operations, or a high-volume retail leadership role
Strong proficiency in sales behavior analysis and the ability to drive CRM adoption (Salesforce/Stripe preferred)
Demonstrated success in customer de-escalation across multiple channels (phone and chat)
Strong organizational skills with the ability to manage multiple projects, timelines, and internal communications simultaneously
High energy and a "player-coach" mentality, comfortable moving between administrative tasks and active selling
Schedule flexibility: This role is expected to work a schedule that is variable, including nights and weekends

Responsibilities

Serve as the primary point of contact for answering real-time questions to support field team needs and drive same day conversion
Responsible for writing and maintaining schedules to ensure optimal coverage for the sales function
Proactively search for gaps in internal systems to identify operational issues or potential areas of loss and take appropriate partnership on resolution
Join escalated customer conversations via chat and phone to provide high-touch resolution and de-escalate sensitive situations
Independently resolve complex order issues, including address changes, cancellations, orders requiring follow up and Stripe payment discrepancies
Pivot to active selling during high-volume periods to ensure team targets are met and customer wait times are minimized
Review consumer sales team pipeline for accuracy and proactively identify and share opportunities with sales leadership
Analyze the consumer sales journey to identify conversion "leaks" and inform future support strategies
Translating high-level department goals into actionable daily workflows and removing bottlenecks to ensure team hitting targets