Sales Support & Customer Success Specialist

Description

We’re hiring a Sales Support & Customer Success specialist (Remote—Philippines, contractor) to own the end-to-end flow of inbound requests, quoting, and post-PO handoffs. You’ll be the operational hub for our sales team—driving speed, accuracy, and clean systems in HubSpot, coordinating inputs across Estimating and Operations, and ensuring customers have a smooth experience from first touch through installation.

What you’ll do

• Own inbound & triage: Monitor HubSpot inbox/queues, acknowledge within SLA, clarify scope via checklists, set next steps; qualify/route leads and log all activity.
• Quote coordination (SOP-driven): Create quote requests in HubSpot and Asana, organize files in Box, coordinate pricing with Estimating, manage approvals, issue quotes, track revisions, and keep an auditable trail.
• Customer comms & phone coverage: AU-time coverage to answer/triage calls, schedule follow-ups, and send professional updates.
• Post-PO handoff & onboarding: Validate POs, set up jobs/accounts, hand off to NetSuite/Operations, send onboarding instructions, and coordinate delivery/installation milestones.
• Install quality support (Build Pass): Admin access, checklists, photo/compliance capture; chase gaps and escalate early.
• Systems hygiene & reporting: Keep HubSpot properties/deals pristine; maintain Asana tasks and Box structure; produce weekly dashboards (SLA, quote cycle time, PO handoffs, compliance).

What success looks like

• 95%+ inbound acknowledged within 2 business hours; near-zero dropped balls
• Quote cycle time at target with ≥98% SOP compliance
• 100% of POs handed off within 1 business day with complete artifacts
• Build Pass compliance at target; early-escalation ratio improving
• Audit-ready records in HubSpot/Asana/Box

Working hours & reporting

• AU-led schedule with PH overlap; occasional split-shift for key customer/installer windows
• Daily standups; weekly ops/quote reviews
• Reports to Sales & Marketing Director (Australia); works closely with Sales (AU/NA), Estimating, Ops/Install, Technical Support, and Customer Success

Minimum

• 2+ years in Sales Support / Customer Success / Sales Ops (B2B preferred)
• HubSpot proficiency: shared inbox/Conversations, deals/pipelines, properties, lists, simple workflows, basic dashboards/reporting
• Proven quote coordination (intake → approvals → issue → revision control)
• Excellent written/spoken English; confident on customer calls and executive updates
• Tooling: HubSpot, Asana, Box/Drive, Microsoft 365 (NetSuite exposure a plus)
• High attention to detail (templates, versioning) and strong follow-through

Nice to have

• Familiarity with AI productivity tools (ChatGPT/Copilot, HubSpot AI, Canva Magic Design) to speed-draft emails, summarize threads, prep first-pass quotes
• Experience with installer/field compliance platforms (e.g., Build Pass)
• Light RevOps skills (property governance, dedupe/merge policy, workflow QA)

Paid Time Off (contractor PTO policy)

Work From Home (100% remote)

Growth by Sharing profit-share program post-probation

Learning & development: access to tools training (HubSpot, Asana, Box), internal playbooks, and educational resources for continuous upskilling

Tools & enablement: HubSpot, Asana, Box, Microsoft 365; training on Quote SOP, handoff checklist, Build Pass workflows

Career growth: opportunity to lead global-standard improvements (HubSpot quoting workspace, SLA dashboards, automated handoffs, onboarding playbook, compliance scorecard)

Flexible collaboration: structured standups, clear KPIs, supportive leadership focused on outcomes over micromanagement