Sales Resolutions Team Lead - Stiltz Homelifts

Are you a highly motivated, determined professional who takes ownership of their performance and thrives in a goal-driven environment?

If you’re energized by making a real difference in people’s lives, are a strong independent decision maker and have a customer-first mindset in all decisions, this role offers both purpose and performance.

As the Sales Resolutions Team Lead you will lead and coach a team of five Sales Resolutions Specialists who support the company's authorized dealer network by helping customers and dealers move forward after in-home consultations that did not result in an immediate sale. This role is directly accountable for the collective performance of all five territories, and is measured on the same performance framework as the Administrators themselves — aggregated across the entire team.

The Supervisor's central function is coaching: developing each Administrator's phone sales skill, their partnership with their Regional Sales Manager (RSM), and their overall effectiveness in recovering stalled opportunities. This position reports directly to the Head of Sales, U.S., and works in close, standing partnership with that role and with all five RSMs across the territories the team supports.

• Conduct weekly one-on-one coaching sessions with each of the five of Sales Resolutions Specialists, plus additional coaching as needs are identified.
• Review recorded calls in Contivio to identify specific coaching opportunities, using live monitoring and Whisper coaching features to guide Administrators in real time when appropriate.
• Deliver structured training grounded in best practices gathered directly from the equivalent, higher-performing team in the UK, adapted for the US market and reinforced through the Team Lead's own direct, ongoing mentorship.
• Coach Specialists specifically on selling a high-consideration, high-ticket purchase — including objection handling, building trust with anxious or elderly customers, and navigating households where multiple family members are part of the purchase decision.

• Review each Specialist's monthly KPI performance to identify specific, individualized coaching priorities.
• Hold Specialists accountable to performance expectations across all four KPI components of the incentive plan.
• Recommend and carry out disciplinary action as necessary, in partnership with the company's HR partner.

• Coach Specialists on effectively partnering with RSMs to influence dealer behavior — including flagging dealer-side scheduling gaps and process adherence issues that RSMs are positioned to act on.
• Maintain a close, standing working relationship with all five RSMs, in addition to a direct, ongoing partnership with the Head of Sales, U.S.
• Serve as the connective layer between Client Support activity and territory-level sales leadership.

• Own the team's collective results across all four incentive KPIs, aggregated across all five territories.
• Identify recurring, cross-territory patterns in stalled opportunities, customer objections, and dealer performance trends, and elevate insights to sales leadership.

• Proven experience in phone-based sales specifically involving a high-ticket, consultative, considered-purchase sale — not transactional or low-consideration telesales.
• Direct experience coaching or managing a sales or customer support team.
• Strong ability to build trust with anxious or vulnerable customers and navigate multi-decision-maker household dynamics.
• Excellent communication skills, with the ability to coach constructively and hold people accountable.
• Cross-departmental experience — background spanning more than one functional…