Customer Service & Sales Manager
VirtualWorkerNow · Remote · Full-time
About VirtualWorkerNow
VirtualWorkerNow helps 500+ US and Canadian businesses — across e-commerce, SaaS, agencies, and service industries — scale their teams with vetted remote specialists on flexible, month-to-month terms. Clients get a full team's output for less than the cost of a single local hire, matched in as little as 48 hours. We win when clients stay, grow, and refer us. This role sits at the center of that.
The Role
This is a player-coach position that owns two connected outcomes: converting interested prospects and clients into active placements, and keeping those clients successful once they're onboard. You'll carry a target and personally close, and you'll lead a small team of customer service and sales reps — coaching them, removing blockers, and building the retention engine that keeps month-to-month clients renewing month after month.
If you like both the scoreboard of sales and the craft of building a team that people don't want to leave, this role is built for you.
What you'll own
- Revenue: Convert inbound leads and existing clients into placements; hit monthly and quarterly targets you help set.
- Retention: Own client health for a month-to-month book of business — proactively reduce churn through great onboarding and fast issue resolution.
- Team leadership: Coach, motivate, and develop a team of CS and sales reps; set clear priorities and hold a consistent, fair performance bar.
- Escalations: Be the point of ownership when a client relationship needs saving — resolve issues before they become cancellations.
- KPIs & reporting: Define, track, and report the metrics that matter (conversion rate, churn/retention, response time, CSAT, pipeline velocity) using the CRM; turn the data into decisions.
- Process improvement: Tighten the playbooks for onboarding, follow-up, and escalation so quality holds as the team grows.
What success looks like
- 30 days: You know the product, the client base, the team, and the numbers. You've made your first closes and sat in on client escalations.
- 90 days: You're consistently hitting targets, your team's KPIs are trending up, and you've fixed at least one broken step in the onboarding or retention process.
- 180 days: Retention on your book is measurably stronger, your reps are more independent, and your team is one people point to as a good place to work.
Must-have qualifications
- 5+ years in customer service and/or sales, with a track record of hitting targets and resolving hard client situations.
- 2–5 years directly leading a team — hiring, coaching, and running performance conversations.
- Fluent, confident written and spoken English.
- Hands-on CRM proficiency (e.g., HubSpot) and comfort turning pipeline and service data into reports and decisions.
- Strong coaching and people-leadership instincts — you build retention on your team, not just your client book.
- Reliable remote work setup and availability to overlap with US/Canada business hours.
Nice-to-have
- Experience in staffing, BPO, remote-team services, or another recurring-revenue / month-to-month model.
- Familiarity with the tools our clients use (Slack, Notion, HubSpot, Shopify).
- Experience owning churn/retention metrics for a subscription or recurring book of business.
- Bilingual (an asset, not required).
Core competencies we'll assess
Sales conversion · Client retention & relationship management · People coaching & development · Data-driven decision-making · Escalation & conflict resolution · Process ownership
What we offer
- A high-ownership role with a clear path to growing the team you lead.
- A results-first culture — how you deliver matters as much as what you deliver, especially how you treat your team.
- Fully remote, with a company that lives remote work every day.
- Compensation: starting at EGP 75,000 net/month, plus performance-based sales incentives on top of base.
VirtualWorkerNow is an equal-opportunity employer. We hire on demonstrated ability and welcome applicants of every background, identity, and location.
