Sales Team Lead (Chat Operations)

HARP Agency helps content creators grow their audiences and subscription businesses through marketing, monetisation and audience engagement.

We are hiring a Sales Team Lead to manage the people and daily operations behind our chat-based inbound sales. You will make sure shifts are covered, new team members become effective, coaching leads to better conversations, and problems are resolved before they affect the team’s results.

YOUR RESPONSIBILITIES

• Hire, interview and onboard chat sales representatives; set clear expectations and follow their progress through onboarding.

• Manage schedules, attendance, shift handovers and replacements so incoming conversations receive timely attention.

• Run regular 1:1s and coaching sessions, set practical weekly goals and follow up on agreed actions.

• Review conversation quality with quality-control colleagues, identify recurring mistakes and turn feedback into training and updated team guidelines.

• Support representatives with questions and escalations, and coordinate with retention and content colleagues on upcoming campaigns.

• Track team performance, including response times, missed conversations, conversion, sales and quality indicators. Share a concise weekly report with results, causes, next actions and support needed.

• Improve everyday workflows and keep playbooks current so the team can deliver consistently.

WHAT SUCCESS LOOKS LIKE

• Reliable shift coverage and clear ownership of handovers and escalations.

• Fewer missed conversations and recurring quality issues.

• New representatives understand the process and reach agreed performance expectations.

• Team members receive useful feedback and follow through on their goals.

• Performance discussions lead to clear actions and measurable improvement.

WHAT YOU BRING

• At least 2 years of experience as a team lead or supervisor. Experience managing teams of 8–20 people is especially relevant.

• Practical experience with scheduling, onboarding, coaching, performance feedback and difficult team conversations.

• Confidence using spreadsheets, KPIs and regular reporting to identify problems and set priorities.

• A structured, reliable approach: you follow up, keep commitments and raise risks early.

• Experience in chat sales, customer support, contact centres or another high-volume service environment is a plus.

• English skills are a plus when working with international colleagues and materials.

WORKING ARRANGEMENTS & COMPENSATION

• Full-time and remote; applicants based in Ukraine or Poland are welcome.

• Availability for at least 6 hours of overlap with EU working hours on weekdays. Exact hours and escalation arrangements will be discussed during interviews.

• Fixed compensation of US$1,500 per month.

• Monthly KPI bonus based on role performance and agreed goals, plus a quarterly bonus for consistent performance. Bonus criteria and payment terms will be agreed before you start.

• Regular performance reviews and opportunities to take on broader responsibility as you grow in the role.

HOW TO APPLY

Apply through LinkedIn with your CV or an up-to-date profile. Please be ready to tell us about the size of the team you managed, its shift structure, and one process you improved — the problem, your actions and the result. Use anonymised examples without confidential client data.

The first step is a 15–20 minute introductory call to discuss your experience, availability and the role’s business context.