Sales Support Team Lead

Boundless Network•Austin, TX

3d•Hybrid

About The Position

We are seeking a Sales Support Team Lead to oversee and support a team of Sales Order Coordinators and Sales Order Specialists. The Team Lead serves as the first point of contact for team questions, escalations, and complex order issues. The Sales Support Team Lead works closely with the Sales Support Manager to coach and develop team members, monitor workloads, adjust staffing as needed, and improve overall team efficiency and collaboration. This role will also be responsible for supporting on-the-job training for their team, helping team members build confidence, strengthen process knowledge, and apply best practices in their day-to-day work. This individual may assign weekly coverage, manage PTO requests, and ensure all orders are taken care of when the primary support person is unavailable.

Requirements

Minimum 2 years of experience in the Boundless Sales Support department with demonstrated subject matter expertise in Support policies and procedures.
Proficient in Salesforce; NetSuite experience is a plus.
Strong leadership, coaching, and communication skills.
Comfortable supporting on-the-job training and reinforcing process expectations with team members.
Excellent organizational and time management abilities with strong attention to detail.
Experience managing PTO calendars, shift coverage, or scheduling preferred.
Ability to manage multiple priorities in a fast-paced environment.
Intermediate proficiency in Microsoft Office Suite, including Outlook, Excel, and Word.
Must be Windows PC proficient.

Nice To Haves

NetSuite experience

Responsibilities

Act as the first point of contact for team questions about order issues and provide feedback and coaching to help minimize escalations.
Support on-the-job training for Sales Order Coordinators and Sales Order Specialists by reinforcing processes, answering questions, and helping team members apply training in real order scenarios.
Participate in team member performance management, including one-on-ones, coaching, PIPs, and annual performance reviews.
Manage PTO requests for Sales Order Coordinators and Sales Order Specialists, ensuring coverage is maintained during absences.
Maintain the department’s PTO calendar, proactively identifying coverage gaps and adjusting workloads as needed.
Coordinate last-minute coverage for call-ins, vacations, or unexpected absences by reallocating work or stepping in to assist directly.
Communicate clearly with team members and leadership regarding coverage plans, changes, and workload expectations.
Monitor team workloads, assist with complex or overdue orders, and provide additional support where needed.
Collaborate regularly with sales partners and suppliers to help ensure smooth order coordination and fulfillment.
Help maintain documentation such as coverage notes, tip sheets, training materials, and process updates to ensure team preparedness.
Coordinate with Sales Support management and other Team Leads to identify and support initiatives that improve service to our sales teams and better support our employees.