Remote Team Success Manager Part-Time Nights & Weekends 092725

If you're a strategic thinker, operational doer, and people-first leader, we want to meet you. Who We Are Welcome to Pink Callers, a proud ServiceTitan Certified Call Center! We specialize in providing top-notch fractional remote customer service for HVAC, plumbing, roofing, and electrical contractors. Our mission is to deliver exceptional service through a blend of human expertise and AI-driven efficiency. Join our dedicated team of customer service rockstars, and help us empower contractors to focus more on their work and less on their calls! About the Role: At Pink Callers, we’re not just answering phones — we’re setting the standard for remote customer service in the trades. As a Team Success Manager (TSM), you’ll lead a team of Customer Service Rockstars to deliver 5-star experiences for our HVAC, plumbing, and electrical contractor clients. This is not a passive position. We’re looking for someone who shows up with a plan—and follows through with precision. You’ll be expected to:

• Own the daily health and performance of your CSR team
• Lead with empathy—but enforce accountability
• Make decisions based on data, not drama
• Raise your hand when you see an opportunity—and run with it

What You’ll Be Doing: Drive Uncompromising Excellence

• Lead daily huddles that set the bar high and inspire teams to reach it
• Transform our 95%+ call answer rate from a target to a minimum standard
• Coach CSRs to exceed our 4.8/5.0 customer satisfaction score, not just meet it
• Create a culture where "that's not my job" doesn't exist

Hold the Line on Quality

• Conduct rigorous QA reviews (92%+ is your baseline, not your goal)
• Address performance gaps immediately - no hoping problems solve themselves
• Document everything: excellence requires evidence, improvement requires tracking
• Turn chronic underperformers into stars or help them find better-fitting opportunities

Build High-Performance Teams

• Recruit and develop CSRs who share your commitment to excellence
• Run performance reviews that are honest, direct, and actionable
• Create accountability partnerships where team members push each other up
• Maintain 100% ServiceTitan certification - no exceptions, no excuses

Lead Through Results

• Own your team's metrics entirely - their success is your success
• Achieve first-call resolution rates of 85%+ through superior training
• Maintain team retention of 85%+ by developing winners, not enabling mediocrity
• Deliver client satisfaction scores that make competitors nervous

What We’re Looking For

• Strong leadership skills with a focus on team development
• 3+ years leading high-performing customer service teams
• ServiceTitan or CRM platform familiarity (you’ll be expected to learn fast)
• High emotional intelligence with low tolerance for excuses
• A dedicated, distraction-free home office
• Self-directed with a bias for action and completion
• Comfortable making tough calls (yes, we mean that both ways)
• Proactive problem solver with a solutions-oriented approach
• You believe "good enough" is never good enough
• You measure everything because what gets measured gets improved
• You address issues same-day, not "when you get around to it"
• You celebrate excellence publicly and correct privately - but you DO correct
• Experience maintaining KPIs that others call "impossible"
• History of developing team members who get promoted or poached
• Warm enough that people trust you, strong enough that they respect you
• Patient teacher with new hires
• Relationship builder who never compromises standards

This Role Is Not For You If:

• You need micromanagement or task-by-task instruction
• You’re uncomfortable giving hard feedback
• You prefer routine over growth
• You think “remote” means relaxed

Success Metrics - No Ambiguity Your Team Will:

• Answer 95%+ of calls (minimum - excellence aims for 98%+)
• Maintain 92%+ quality scores across all CSRs
• Achieve 4.8/5.0 customer satisfaction or higher
• Complete 100% of training within deadlines
• Show up on time 98%+ of the time

You Will:

• Resolve 100% of client complaints within 24 hours
• Complete all administrative tasks on schedule, every time
• Identify and implement 2+ process improvements quarterly
• Develop at least one CSR for promotion annually
• Lead Morning Huddles (1-2 minutes) - Quick team check-ins to ensure readiness and address urgent items
• First-line coverage for CSR absences or overflow situations
• Real-time tech support for CRM (ServiceTitan), Dialpad, and client-specific tools
• Monitor team communication channels with muted presence to provide immediate support when needed
• Proactive team engagement through Slack channels and informal check-ins
• Performance coaching sessions for CSRs with call percentages below 90%

After-Hours Open Hours: M-F: 5PM-1AM EST Weekends: 8 AM - 1 AM EST

• Shifts are based on client demand, coverage, and employment laws & regulations.

Why Join Us

• We are the PREMIER ServiceTitan Certified Call Center—setting the bar in the industry
• We believe in combining technology and empathy to create magical customer moments
• You’ll be surrounded by driven, kind, high-performing people who care about service and results
• Leadership here isn’t a title—it’s how you show up
• Enjoy professional development opportunities
• Paid training
• A flexible work environment

Plus, take advantage of bonuses for referrals and after your introductory period.

• Here, your hard work is recognized, and growth is encouraged! If you're ready to take the next step in your career and lead a fantastic team, we want to hear from you! Apply today!

Requirements

• Employment Type: Part-time
• Work Hours: 15 to 30 hours work
• Required Education: High school or equivalent
• Required Experience: Experienced(3) years

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