Sales Coach

Job title: Sales Coach
Work Location: UltraLag, Lagunilla, Heredia
Experience: Yes, Sales experience
Education Qualification: Any Diploma

Summary:

• The Sales Coach is responsible for driving sales performance improvement across multiple DoorDash programs through live coaching, floor support, QA reinforcement, role-play facilitation, and operational accountability.
• This role partners closely with Operations Managers, Team Leads, QA, and Training teams to improve conversion behaviors, strengthen execution consistency, and reinforce consultative selling techniques in high-volume outbound sales environments.
• The Sales Coach must be highly operational, data-driven, and capable of identifying behavioral gaps impacting business performance across programs such as:
• Ads & Promotions
• Outbound Sales
• Implementation Associates
• Account Management (AM)
• Retention & Activation workstreams

The ideal candidate is energetic, highly organized, coaching-oriented, and comfortable operating in fast-paced KPI-driven environments with aggressive performance targets.

Roles and Responsibilities:

Sales Coaching & Floor Support

• Conduct daily side-by-side coaching sessions and live call inspections.
• Deliver real-time coaching focused on:  first 30 seconds,  discovery quality,  objection handling,  same-call close,  call control,  and merchant engagement.
• Reinforce consultative selling and value-based pitching techniques.
• Facilitate floor walks and provide immediate behavioral feedback to agents.

Training & Development

• Conduct:  role plays,  calibration sessions,  huddles,  workshops,  and refresher trainings.
• Build scenario-based coaching aligned to: Ads, Promotions,  Supply Chain,  Retention,  Activations,  and Account Management.
• Support onboarding and nesting for new hires.
• Track coaching effectiveness based on performance movement, not attendance.

QA & Performance Alignment

• Partner with QA teams to identify recurring behavioral gaps.
• Reinforce QA expectations tied directly to conversion outcomes.
• Support calibration sessions between QA, Operations, and Training.
• Ensure coaching plans align with business metrics and client expectations.

Operational Excellence

• Analyze:  conversion trends,  DM connect rates,  activation progression,  pipeline aging, QA trends, and productivity metrics.
• Identify performance blockers and escalate operational risks. Participate in daily standups, WBR preparation, and recovery planning.
• Support leadership with performance recovery initiatives.

Performance Accountability

• Maintain coaching trackers and action plans.
• Monitor progress of low performers and PIP employees.
• Reinforce execution discipline and operational consistency across the floor.
• Replicate top performer behaviours and best practices.

High-Volume Outbound Sales

• Execute heavy outbound phone outreach daily to drive store closed-won performance
• Manage a large call volume while maintaining high-quality, consultative conversations
• Own weekly quotas across multiple growth products
• Prospect and find decision makers when contact information is unavailable
• Effectively build and manage a pipeline of opportunity including a strong follow up cadence

Product Adoption & Revenue Growth

• Drive adoption across Ads, Promos & Loyalty, Menu Photos
• Identify opportunities for bundled and multi-product solutions
• Overcome objections and navigate conversations with time-constrained decision-makers
• Close opportunities efficiently in a high-velocity sales cycle
• Operational Excellence
• Accurately track outreach, pipeline, and closed-won activity in Salesforce (or similar CRM)
• Meet or exceed weekly activity and performance expectations such as Dials and Talk Time as well as Closed Won Opportunities
• Leverage tools such as Google Sheets/Excel and outbound dialers (e.g., Dialpad, Outreach) to maximize productivity

Required Skills:

• 2+ years of experience in:  outbound sales,  sales coaching,  QA,  or BPO sales leadership.
• Strong knowledge of:  consultative selling,  objection handling,  pipeline management,  and same-call close strategies.
• Experience in KPI-driven environments.
• Strong communication and presentation skills.
• Ability to coach in real time on the production floor.
• Intermediate to advanced English proficiency (B2+/C1 preferred).
• Strong analytical and operational mindset.

Desired Skills:

Experience supporting Delivery programs or food delivery/eCommerce operations.

Experience with:

• Salesforce, CRM tools, QA platforms, and operational dashboards.
• Experience managing sales recovery plans and performance improvement initiatives. Core Competencies
• Coaching & Development
• Sales Execution
• Operational Discipline
• Leadership Presence
• Accountability Management
• Consultative Selling
• Performance Analysis
• Communication Skills
• Problem Solving

What Success Looks Like

• Strong floor presence
• High coaching visibility
• Faster rep ramp-up
• Improved operational consistency
• Better execution discipline
• Stronger conversion quality
• Positive impact on business KPIs and client satisfaction