Customer Experience, Sales & Support Manager

Dirt Busters is one of Arizona’s fastest-growing residential cleaning companies, serving 880+ recurring customers.

We are seeking a hands-on, player/coach Customer Experience, Sales & Support Manager who thrives on both doing and leading. This role is the glue between customers, sales, and field support. You will:

• Personally take escalation and cancellation calls.
• De-escalate upset customers and save accounts.
• Drive sales, upsells, and net customer growth.
• Personally sell turning leads into recurring customers
• Support techs in urgent field situations.
• Coach a small CSR and sales team by example.
• Simplify processes, reduce chaos, and implement automations to make us more efficient as we scale.

This is not a “sit-back manager” role. You will be on the phones daily, while also building and improving the team and systems around you.

Key Responsibilities

Customer Experience & Retention

• Personally handle cancellation calls, upset customers, and escalations.
• Use empathy and problem-solving to de-escalate and retain customers.
• Coach CSR team members to handle routine customer concerns with confidence.
• Track cancel saves and attrition rates weekly.
• Own review generation and referral campaigns

Sales & Revenue Growth

• Manage and personally work the sales pipeline.
• Ensure rapid lead follow-up (speed-to-lead) and strong conversion rates.
• Upsell add-ons and upgrades for recurring customers.
• Train and coach Sales Rep(s) to follow scripts, close deals, and upsell effectively.
• Track KPIs: lead response time, conversion %, upsell revenue

Technician Support

• Be the first line of support for field technicians (lockouts, reschedules, urgent customer issues).
• Solve issues directly or escalate quickly to scheduling/ops when needed.
• Ensure techs feel supported and communication is logged clearly in CRM

Process & Chaos Reduction

• Audit current workflows across sales, support, and retention.
• Identify recurring breakdowns and simplify processes.
• Partner with CIO to build automations (GoHighLevel, HubSpot, etc.) that reduce missed follow-ups and improve efficiency.

Social Media Support

• Post light content: before/after photos, customer shout-outs, employee highlights.
• Keep social presence fun, authentic, and consistent (no ad campaigns required).

What Success Looks Like

• Cancel saves increasing; fewer customers lost.
• Net customer count growing monthly.
• Sales conversion rates improving.
• Upsell/add-on revenue consistently increasing.
• Field technicians feel supported with fewer escalations.
• CSRs become more capable and confident under coaching.
• Chaos reduced: smoother communication, better workflows, working automations.

Qualifications

• 3+ years managing sales or CSR teams in a service-based business.
• Proven experience handling cancellation calls, de-escalating upset customers, and saving accounts.
• Strong phone presence — confident and persuasive.
• Track record of owning company-level metrics like attrition % and sales growth (not just personal quotas).
• Experience building automations in GoHighLevel, HubSpot, ServiceTitan, or similar tools.
• Strong leadership: able to coach, train, and hold a team accountable.
• Tech-savvy and comfortable in CRM, Slack, and multi-channel communication.
• Growth mindset — thrives in a busy, scaling environment.

Compensation & Growth Path

• Base Salary: $60,000
• Bonus: Up to $20,000 annually, based on net customer growth, sales, and revenue.
• On-Target Earnings: $80,000
• Growth Path: As Dirt Busters scales, this role grows into CX Director, managing multiple CSRs, Sales Reps, and retention functions.

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Benefits:

• Work from home

Work Location: Remote