What you'll do:
Inbound sales & lead conversion:
- Respond to every inbound lead within 5 minutes during business hours — by phone, web form, email, Instagram DM, and WhatsApp.
- Qualify leads using our existing playbook (service area, collection fit, timeline, budget, lease term).
- Book consultations, send quotes, and close deals using HubSpot (B2B) and Klaviyo (B2C).
- Handle inquiries fluently in both English and Spanish, matching the customer's language preference.
Customer experience & retention:
- Onboard new customers from contract signature through delivery.
- Coordinate delivery confirmations 24–48 hours before scheduled drop-offs.
- Run post-delivery satisfaction calls and monthly check-ins with active subscribers.
- Manage end-of-term renewal and extension conversations 30 days before scheduled pickup.
- Request Google reviews from happy customers post-delivery.
- Flag at-risk accounts in HubSpot for the founder.
Operations support:
- Monitor our internal Slack for warehouse and logistics issues during business hours.
- Coordinate with our local delivery lead (Gio) on scheduling, dispatch, and customer communication.
- Maintain order hygiene in Booqable (our inventory and order management system).
- Escalate anything that requires founder judgment quickly and clearly.
Who you are:
Must-haves:
- Fluent English and Spanish, both spoken and written, at a near-native professional level.
- 2+ years of experience in sales, customer success, account management, or high-touch customer service — ideally with US-based companies.
- Comfortable on the phone — this role is voice-heavy, not just text.
- Experience with at least one CRM (HubSpot strongly preferred; Salesforce, Pipedrive, or similar acceptable).
- Strong written communication — you can draft a warm, professional email or text without supervision.
- Self-directed and organized — you can run your own day, hit response time SLAs, and keep a clean pipeline without being micromanaged.
- Reliable home office setup: stable high-speed internet, quiet environment for calls, and a quality headset.
- Available for full overlap with US Eastern Time (9 AM – 6 PM ET).
Nice-to-haves:
- Prior experience in real estate, hospitality, short-term rentals, interior design, furniture, or another lifestyle/home category.
- Familiarity with Klaviyo, Booqable, Slack, Stripe, or VoIP platforms (we use Quo).
- Experience selling or supporting customers in the Miami / South Florida market.
- A genuine eye for design — you appreciate well-curated spaces and can speak fluently about style and aesthetics with customers.
- Prior experience working remotely with US startups.
The mindset we're looking for:
- You treat every lead like it's worth $5,000 — because it is.
- You listen first, then sell.
- You believe customer experience is a competitive advantage, not a cost center.
- You take ownership instead of waiting for instructions.
- You sweat the details — typos, tone, follow-through.
