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 Apply tot his job Apply To this Job