Sales Support Team Lead

Boundless Network

21h•Hybrid

About The Position

The Sales Support Team Lead oversees and supports Sales Order Coordinators and Sales Order Specialists, serving as the first point of contact for team questions, escalations, and complex order issues. Working closely with the Sales Support Manager, the Team Lead coaches and develops team members, monitors workloads, adjusts staffing as needed, and helps improve team efficiency and collaboration. The role supports on-the-job training so team members can build confidence, strengthen process knowledge, and apply best practices in their daily work. The Team Lead may assign weekly coverage, manage PTO requests, and ensure orders are handled when the primary support person is unavailable. The position can be remote or hybrid, with opportunities to work from the Austin, Texas office or a regional hub in Cincinnati, Ohio; Saint Paul, Minnesota; or Phoenix/Tempe, Arizona. Some travel may be required, and occasional flexibility in hours may be needed during high-volume or coverage periods.

Requirements

At least 2 years of experience in the Boundless Sales Support department, with demonstrated subject matter expertise in Support policies and procedures.
Proficiency in Salesforce.
Strong leadership, coaching, and communication skills.
Comfort supporting on-the-job training and reinforcing process expectations with team members.
Excellent organizational and time-management abilities, with strong attention to detail.
Ability to manage multiple priorities in a fast-paced environment.
Intermediate proficiency in Microsoft Office Suite, including Outlook, Excel, and Word.
Windows PC proficiency.

Nice To Haves

NetSuite experience.
Experience managing PTO calendars, shift coverage, or scheduling.

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 identify coverage gaps, and adjust workloads as needed.
Coordinate last-minute coverage for call-ins, vacations, or unexpected absences by reallocating work or stepping in to assist directly.
Communicate coverage plans, changes, and workload expectations clearly to team members and leadership.
Monitor team workloads, assist with complex or overdue orders, and provide additional support where needed.
Collaborate with sales partners and suppliers to help ensure smooth order coordination and fulfillment.
Help maintain coverage notes, tip sheets, training materials, and process updates so the team is prepared.
Coordinate with Sales Support management and other Team Leads to identify and support initiatives that improve service to sales teams and support employees.