Sales Support Supervisor

Tombot is a robotics startup based in the Greater Los Angeles area. Jennie, our robotic puppy, was named a Best of CES® Award winner at CES 2026 and was designed to support over 50 million seniors with dementia worldwide. We are building a passionate team to help deliver these life-changing robotic companions to the people who need them most. Job Overview Tombot is seeking a customer-focused Sales Support Supervisor to lead the day-to-day work of our Sales Support Specialists. This is a hands-on frontline customer service leadership role. You will help the team provide responsive, compassionate, and accurate support to customers, prospective customers, and Tombot Account Executives through timely communication, assigned lead follow-up, appointment coordination, quote assistance, and order processing. Initially, you will partner closely with the Vice President of Sales to design, document, and implement the team's lead-to-order processes, establishing efficient workflows, clear responsibilities, and consistent service standards. As these processes are established, you will take responsibility for their day-to-day execution, training team members, monitoring performance, and identifying opportunities for continuous improvement. You will coach and schedule a team initially expected to grow to 7–10 hourly Sales Support Specialists, assist with complex questions and peak workloads, and ensure established procedures and service standards are consistently followed. You will collaborate with Sales, Operations, and Finance to resolve service and order issues while demonstrating Tombot's values of Radical Empathy, Communication, and Servant Leadership. Key Responsibilities Oversee timely, professional responses to customer and prospective customer inquiries by phone, email, and other approved communication channels. Serve as the escalation point for complex customer questions, complaints, follow-up needs, and order-status concerns; resolve issues with empathy and appropriate urgency. Ensure accurate, consistent information is communicated about products, orders, fulfillment steps, and next actions; elevate exceptions to the appropriate team. Help support customers directly during periods of high volume or when specialized follow-up is needed. Supervise, schedule, train, coach, and support a team of 7–10 Sales Support Specialists as the department grows. Partner with the Vice President of Sales and Human Resources to recruit, screen, interview, and evaluate candidates for Sales Support Specialist positions, provide hiring recommendations, and assist in selecting qualified team members. Balance daily work queues, assign coverage, conduct one-on-ones, monitor performance, and provide clear, practical feedback. Coordinate onboarding, initial training, and ongoing professional development to ensure team members consistently meet Tombot's customer service, productivity, and documentation standards. Maintain appropriate timekeeping, break, overtime, and attendance practices for an hourly team. Ensure Sales Support Specialists complete assigned lead follow-up, customer callbacks, information requests, and appointment confirmations in a timely manner. Coordinate routine appointment and calendar support for designated Territory Account Executives as assigned, while Account Executives retain ownership of customer relationships and sales activity. Identify unanswered inquiries, overdue follow-up, or service bottlenecks and reassign work or elevate when needed. Quotes, Orders & CRM Accuracy Oversee accurate preparation of routine quotes using approved pricing, terms, and established approval procedures. Check purchase orders and sales-order records for completeness, coordinate corrections, and support clean handoffs to Operations and Finance. Maintain clear, current customer, account, activity, and order information in Zoho and other approved systems. Follow existing workflows and recommend practical improvements to templates, instructions, or handoffs based on recurring service issues. Service Quality & Reporting Monitor service measures such as response time, follow-up completion, customer issue resolution, quote turnaround, and order accuracy. Review team activity and backlog reports, communicate trends and recurring issues to the VP of Sales, and coach staff to improve performance. Partner with Sales, Operations, and Finance to support a reliable, positive customer experience throughout the lead-to-order process. Required Qualifications Bachelor’s Degree or equivalent; additional education or relevant training welcomed. At least three years of experience in customer service, sales support, contact center operations, or order management, including at least one year in a team leadership or supervisory capacity. Demonstrated ability to coach employees, manage daily workflows, address escalated issues, and maintain quality standards. Comfortable using a CRM or customer service platform to document activities, track follow-up, and review basic performance reports. Strong written and verbal communication, empathy, organization, attention to detail, and problem-solving skills. Preferred Qualifications Experience with Zoho CRM, Zoho Desk, Zoho Voice, Zoho Calendar, or similar systems. Experience supporting B2B customers, inside sales teams, order entry, quoting, or fulfillment coordination. Experience scheduling and supervising hourly employees, particularly in a growing team. Familiarity with healthcare, senior care, or other customer-sensitive environments. This position will start as a non-exempt, hourly position with an anticipated base pay range of $37.50 to $43.27 per hour plus overtime as applicable, while the Sales Support team is being hired and built. Once the role is primarily supervising the team, it will transition to an exempt, salaried position at the equivalent annual rate of $78,000 to $90,000. Benefits include comprehensive medical, dental, and vision coverage for employees and dependents, 401(k), employee assistance and flexible spending accounts. This position is based in Tombot’s Santa Clarita, California office. Employees are expected to work onsite Monday through Friday. Work Authorization Applicants must be authorized to work in the United States. Tombot does not currently provide employment visa sponsorship. Tombot participates in E-Verify to confirm work authorization. E-Verify compares information provided by employees on Form I-9 with federal government records to confirm eligibility to work in the United States. Additional information about E-Verify is available upon request. Tombot does not use E-Verify to pre-screen applicants. Tombot is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity or expression, sexual orientation, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by federal, state, or local law. We are committed to creating an inclusive environment and encourage individuals of all backgrounds to apply. Reasonable Accommodation Tombot is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need assistance or accommodation due to a disability during the application or interview process, please inform our hiring team. Employment with Tombot is at-will, meaning that either the employee or Tombot may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law. This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this role. Responsibilities may change based on business needs. #J-18808-Ljbffr Tombot