Job Description
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
