Hybrid Sales & Guest Services Lead (Berkeley)

Backroads; West Virginia; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work option (1 day WFH)

Job summary

Backroads in Berkeley, CA is seeking a Sales Manager to lead a 5–7 person Sales & Guest Services team and drive guest satisfaction through leadership, coaching, and operational excellence. You’ll oversee daily sales operations, set performance goals, resolve escalated guest cases, and partner cross‑functionally to improve processes and the guest experience.

The role requires strong people leadership, customer service judgment, and hands-on system knowledge (Ascent, Salesforce, and Five9).

Qualifications

• 2+ years of people management experience in sales or customer service
• Exceptional customer service, communication, and de-escalation skills
• Proactive, resourceful with strong follow-through
• Strong organizational and project management skills with the ability to balance priorities

Responsibilities

• Lead, coach, and develop a team of 5–7 Sales & Guest Services employees
• Foster a positive, collaborative, and accountable team environment
• Serve as a primary escalation point for complex guest situations
• Own escalated guest cases through resolution with timely communication and documentation
• Oversee daily sales operations, ensuring service standards and sales goals are met
• Monitor performance metrics and identify opportunities for improvement
• Develop expertise in Backroads’ systems and policies for reservations, payments, cancellations, refunds, and exceptions
• Collaborate cross-functionally to resolve operational challenges and improve guest experience

Skills

People leadership

Guest service

Ownership & accountability

Operational & project management

Problem solving

Systems proficiency

Education

Bachelor's degree

Tools

Salesforce

Five9

MS Office

Job description

Backroads in Berkeley, CA is seeking a Sales Manager to lead a 5–7 person Sales & Guest Services team and drive guest satisfaction through leadership, coaching, and operational excellence. You’ll oversee daily sales operations, set performance goals, resolve escalated guest cases, and partner cross‑functionally to improve processes and the guest experience.

The role requires strong people leadership, customer service judgment, and hands-on system knowledge (Ascent, Salesforce, and Five9).