Sales Team Leader

About Us

We’ve got an incredible brand -- now we’re busy creating the legend behind it.  At hosting.com, we’ve set out to redefine the new standard for what web hosting should be — one that is authentically human, deeply trusted, and built on shared success.

Our aim and promise is bold: to become the world’s most trusted hosting company. If you’re eager to contribute your time and talent to something bigger that people will talk about long after your work is done -- hosting.com is your place.  If you want to do that work with and alongside incredible humans who care about each other, our customers and the work we do -- it’s at hosting.com.  If you believe the best success is always shared success, with your teammates, for your customers -- hosting.com is your next work home.

At hosting.com, we’re not just hosting websites. Although we do a great job of that for millions of websites.  We’re helping our customers tell their stories and connect with their people. Creating product experiences that helps them do that. Being there when they need us. And earning trust, day by day, by showing up and giving our best.

All because we care ... about each other’s success.  Our team is 750+ strong and growing, spread across the globe. We can’t do this alone.  Come join the journey. And help us build something better, together.

About the Role

The Team Leader is the operational backbone of our Sales function during the crucial Night Shift. Reporting to the Head of Global Sales & Retention, you will be the primary on-floor manager responsible for driving daily performance, operational stability, and conversation quality across the team. 

This role requires a highly engaged, hands-on leader who is comfortable coaching agents in real-time, managing high-stakes customer scenarios, and ensuring strict adherence to all Sales, Renewal, and Retention KPIs and Service Level Agreements (SLAs). Success hinges on maintaining a smooth, high-performing night operation through superior metric management, quality assurance, and proactive stakeholder coordination. 

What You Will Do

Operational and Performance Management (KPI Focus) 

• Shift Leadership: Provide direct operational leadership to the Night Shift team, ensuring high energy, maximum readiness, and appropriate staffing levels throughout the shift. 

• Productivity Management: Relentlessly monitor and manage key performance indicators (KPIs) including Conversion Rate, Average Handle Time (AHT), First Response Time (FRT), and overall adherence to ensure team productivity is maximized. 

• SLA Adherence: Ensure the team meets strict Service Level Agreements (SLAs) for all inbound channels (chat, tickets, voice), addressing real-time queue management issues immediately. 

• Reporting: Track and report daily, weekly, and period-end operational results and trends directly to the Head of Global Sales & Retention. 

Quality and Coaching 

• Conversation Quality: Own the quality assurance process for the team. Conduct regular call/chat/ticket monitoring and audits to ensure agents are having strategic, high-quality, and compliant sales, renewal, and retention conversations. 

• Real-Time Coaching: Deliver effective, hands-on, real-time coaching and side-by-side mentorship to individual team members to address performance gaps, improve soft skills, and elevate product knowledge. 

• Complex Scenarios: Act as the first point of escalation for complex customer inquiries or high-value sales, renewals, and retention cases, resolving them personally while coaching the agent involved. 

• Product Expertise: Maintain an expert-level understanding of all web hosting products and services to effectively guide the team. 

Stakeholder Collaboration 

• Night Shift Liaison: Serve as the primary point of contact for inter-departmental communication during the Night Shift, liaising effectively with Customer Support, Technical Teams, and other stakeholders to resolve operational blockers and customer issues promptly. 

• Process Compliance: Ensure all sales processes, policies, and the usage of the CRM system are followed meticulously by the team. 

• Feedback Loop: Collect and synthesize agent and customer feedback on processes, tools, and products to recommend structural improvements to the Head of Global Sales & Retention. 

What You Will Bring

• Experience: Minimum 2-3 years of proven experience in a Sales Team Lead or Supervisor role, ideally within a high-volume, multi-channel (chat, voice, ticket) contact center environment.  

• Operational Acumen: Strong, demonstrable understanding of contact center metrics and drivers (AHT, FRT, Quality Scoring, Adherence, Conversion Rate). 

• People Leadership: Proven ability to motivate, coach, and manage frontline sales agents with energy and empathy. 

• Shift Commitment: Must be willing and able to work a permanent Night Shift schedule. 

• Tech Literacy: High proficiency with CRM software, contact center technologies, and quality monitoring tools. 

• Industry Knowledge: Familiarity with web hosting, SaaS, or subscription-based business models is a significant advantage. 

Why You’ll Love It Here

- Be part of a global, purpose-driven team building one of the world’s most trusted hosting companies.

- We are a fast moving, agile company. We are energetic, and we hustle. You should be able to move at pace and be self-motivated.

Our Values

- Be Pragmatic. Be Trusted. Be Energetic. Be Accountable. Be Respectful.

- At Hosting.com, success is always shared — with our people, our customers, and our communities.