Client Support National Supervisor - Stiltz Homelifts

Are you a highly motivated, determined professional who takes ownership of their performance and thrives in a goal-driven environment?

If you’re energized by making a real difference in people’s lives, are a strong independent decision maker and have a customer-first mindset in all decisions, this role offers both purpose and performance.

As the Client Support National Supervisor you will lead and coach a team of five Client Support Territory Administrators who support the company's authorized dealer network by helping customers and dealers move forward after in-home consultations that did not result in an immediate sale. This role is directly accountable for the collective performance of all five territories, and is measured on the same performance framework as the Administrators themselves — aggregated across the entire team. The Supervisor's central function is coaching: developing each Administrator's phone sales skill, their partnership with their Regional Sales Manager (RSM), and their overall effectiveness in recovering stalled opportunities. This position reports directly to the Head of Sales, U.S., and works in close, standing partnership with that role and with all five RSMs across the territories the team supports.

What You’ll Do

Team Coaching & Development

Conduct weekly one-on-one coaching sessions with each of the five Client Support Territory Administrators, plus additional coaching as needs are identified.

Review recorded calls in Contivio to identify specific coaching opportunities, using live monitoring and Whisper coaching features to guide Administrators in real time when appropriate.

Deliver structured training grounded in best practices gathered directly from the equivalent, higher-performing team in the UK, adapted for the US market and reinforced through the Supervisor's own direct, ongoing mentorship.

Coach Administrators specifically on selling a high-consideration, high-ticket purchase — including objection handling, building trust with anxious or elderly customers, and navigating households where multiple family members are part of the purchase decision.

Performance Accountability

Review each Administrator's monthly KPI performance to identify specific, individualized coaching priorities.

Hold Administrators accountable to performance expectations across all four KPI components of the incentive plan.

Recommend and carry out disciplinary action as necessary, in partnership with the company's HR partner.

Cross-Functional Partnership

Coach Administrators on effectively partnering with RSMs to influence dealer behavior — including flagging dealer-side scheduling gaps and process adherence issues that RSMs are positioned to act on.

Maintain a close, standing working relationship with all five RSMs, in addition to a direct, ongoing partnership with the Head of Sales, U.S.

Serve as the connective layer between Client Support activity and territory-level sales leadership.

Team-Wide Performance Ownership

Own the team's collective results across all four incentive KPIs, aggregated across all five territories.

Identify recurring, cross-territory patterns in stalled opportunities, customer objections, and dealer performance trends, and escalate insights to sales leadership.

What We’re Looking For

Proven experience in phone-based sales specifically involving a high-ticket, consultative, considered-purchase sale — not transactional or low-consideration telesales.

Direct experience coaching or managing a sales or customer support team.

Strong ability to build trust with anxious or vulnerable customers and navigate multi-decision-maker household dynamics.

Excellent communication skills, with the ability to coach constructively and hold people accountable.

Cross-departmental experience — background spanning more than one functional area (e.g., sales and operations, or sales and customer support), reflecting the cross-functional nature of this role.

Experience with call center or CRM-integrated phone platforms (e.g., Contivio or similar).

Experience supporting or managing within a dealer, distributor, or channel-based sales model.

Why You’ll Love Working Here:

Comprehensive Benefits Package: Medical, dental, vision, and life insurance.

Time Off: 20 Days Paid Time Off AND 8 Paid Company Holidays

Retirement Plan: 401(k) with a company match that is immediately vested.

Collaborative Environment: Work with a team that values cooperation, efficiency, and success.

Job Details

Location: Bethlehem PA

Type: Full-time, Hourly OTE

Salary: $25 per hour plus a Target Incentive Opportunity of $36,000 per year up to $54,000 based on performance to goals

Why Work for Stiltz Homelifts:

At Stiltz Homelifts, we’re not just selling homelifts— we’re empowering individuals to age in place, providing life-changing solutions that allow people to remain independent in their homes. Our products change lives by restoring access to the full home and providing peace of mind to families across the country.

As one of the fastest-growing companies in the Lehigh Valley, Stiltz offers meaningful career opportunities for driven, result-oriented professionals who want to make an impact while building a long-term career. With an established national partner network and expanding direct-to-consumer locations across the U.S., growth is a constant.