Role : SME Sales Shift Lead
Location: Bangalore, India
Reporting to: SME Sales Lead (UK)
Markets Covered: US, Canada, UK & other English-speaking regions
Tools Used: Zendesk (calls, tickets), Calendly, Bark Platform
Manages Team: Yes, a team of Sales Executive(s) and Onboarding Specialist(s)
About the Company.
Company is an online services marketplace connecting customers with professionals across over 1,000 categories. Operating in nine countries including the UK, US, Australia, Canada, and New Zealand, we're transforming how people find trusted service providers for everything from home improvement to professional services.
Our platform uses cutting-edge technology to match customers with the right professionals quickly and efficiently. We're currently undergoing an exciting transformation: migrating from a lead generation model to a full marketplace platform with subscription based pricing.
As a profitable, PE backed scale up (EMK Capital), Company offers the best of both worlds: the agility and innovation of a fast moving business combined with financial stability and resources for growth. We recently launched our new marketplace model in Australia (Q4 2025) and are preparing for rollout to the UK and US markets in 2026. You'll have genuine ownership, responsibility, and the opportunity to shape our commercial strategy during a pivotal transformation phase with the chance to make your own contribution to our journey.
Role Overview
The SME Sales Shift Lead is responsible for leading, coaching, and managing a team of SME Sales Executives to ensure high performance against targets and a consistent, high-quality seller experience. The role requires personal sales ability and a desire to sell whilst managing a team of SME Sales Executives. This includes performance management, real-time coaching, and operational oversight across outbound calling, live selling, seller activation, and onboarding.
Working closely with the SME Sales Lead (UK), this role ensures that processes are followed, SLAs are met, and that each shift runs smoothly with clear communication, accurate reporting, and high standards of quality and compliance.
Key Responsibilities
Team Leadership & Performance Management
· Lead a team of SME Sales Executives during the assigned shift, providing real-time guidance and support.
· Monitor individual and team performance against KPIs (calls, connections, meetings booked, activations, revenue, adherence, quality).
· Run regular team huddles to align aims and objectives, motivate and problem-solve.
· Identify underperformance early and implement clear, supportive action plans.
Sales Coaching & Quality
· Provide in-meeting support and guidance.
· Review meeting recordings to give targeted, practical feedback.
· Ensure correct and consistent positioning of Company’s value proposition (lead-gen and marketplace models).
· Review and reinforce the use of approved scripts, pricing, and offers while encouraging natural, authentic conversations.
· Champion a positive, high-energy sales culture focused on professionalism, integrity, and continuous improvement.
Shift Operations & Work Management
· Ensure appropriate coverage and workload balance across the team for outbound calling, seller activation, and onboarding calls.
· Manage real-time scheduling issues (no-shows, illness, spikes in demand) to minimise impact on service levels.
· Oversee Calendly usage to ensure meetings are booked correctly, time zones are accurate, and diaries are optimised.
· Coordinate with the SME Sales Lead to hand over key information between shifts.
Process, Systems & Data Accuracy
· Ensure accurate logging of all activity in Zendesk.
· Monitor adherence to outbound cadence rules (call attempts, voicemails, emails) and correct any deviations.
· Spot and correct common data-quality issues (missing notes, incorrect dispositions, incomplete records).
Communication & Collaboration
· Act as the primary point of contact for your shift for the SME Sales Lead (UK) and other internal teams.
· Share key updates, campaign changes, and new messaging with your team clearly and in a timely manner.
· Contribute to performance reviews with insights from your shift (wins, blockers, coaching needs).
Onboarding Calls
· Conduct onboarding calls with sellers.
· Answer questions and remove friction during early platform usage.
· Guide sign-ups to activations by selling Starter Packs and Elite Pro.
· Deliver a positive, consultative seller experience.
Key Skills & Experience
· 1 year of experience managing teams.
· Excellent sales acumen and a track record of meeting sales targets.
· Strong coaching skills with the ability to give clear, actionable feedback and motivate others.
· Excellent verbal and written English, with a clear, neutral tone suitable for global markets.
· Confident in objection handling and consultative selling, with the ability to role-model best practice on calls.
· Comfortable using CRM or ticketing tools (Zendesk experience strongly preferred), plus Calendly and similar tools.
· Highly organised, with strong attention to detail around data accuracy.
· Resilient, solutions-focused, and able to remain calm and supportive under pressure.
· Willingness to work within a 24-hour, shift-based model aligned to US/UK business hours.
Working Hours & Availability
· Monday to Friday
· 24 hours a day coverage model (Rotational-But mostly APAC shift : 11:00AM IST - 8:30PM IST)
· Supporting US, Canada, UK, and global English-speaking markets
Perks and Benefits
· Flexible working policy with India office located in CBD Bangalore
· Insurances - Family Floater Mediclaim, Employee Personal Accident and Employee Term Life
· Personal annual L&D Budgets to spend on your development
· Enhanced Cult.fit membership for all employees with access to mental health courses and fitness classes
· Fully stocked snacks in pantry, Quarterly All-site Socials
· Being at the forefront of an industry with new and exciting problems to solve
Interview Process
· Screening with Talent Partner
· 1st Stage - Interview with Hiring Manager (30 mins)
· 2nd Stage - Technical Task & Interview (60 mins)
· 3rd Stage - Values interview (30 mins)
Pay: ₹580,000.00 - ₹600,000.00 per year
Benefits:
Work Location: In person
