Dirt Busters House Cleaning

Compensation

Full Description

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