We Sell Cellular LLC
Base pay range
$85,000.00/yr - $115,000.00/yr
Additional compensation types Annual Bonus
Employment Type Full-time
Position Overview We Sell Cellular (WSC) is a leading U.S.-based distributor of high-quality used smartphones. This role oversees the entire customer journey—from lead acquisition to onboarding, account management, and repeat transactions. The Head of Customer Experience will manage both the Sales process (lead → deal → repeat business) and the Customer Success process (inquiries, issue resolution, RMA coordination), ensuring a seamless and consistent experience for our buyers.
The primary mission of this position is to
lead the initial design, implementation, and ongoing operations of a new CRM solution . This includes mapping and standardizing customer‑related processes, unifying data across teams, and enabling the organization to scale with a robust, well‑designed CRM foundation.
Key Responsibilities
Design and standardize the end‑to‑end sales workflow: lead acquisition, outreach, follow‑up, quoting, deal closure, and account handoff
Build repeatable processes for lead qualification, sales pipeline management, and follow‑up discipline
Improve visibility into sales activity, performance, and funnel conversion
Collaborate closely with Sales Managers to ensure consistent execution
Customer Success & Issue Resolution
Oversee the process for handling customer inquiries, escalations, and issue tracking
Standardize workflows for RMA, returns, and post‑shipment claims
Establish SLAs, response‑time standards, and accountability metrics
Work with Operations and Warehouse teams to prevent repeat issues and improve overall customer satisfaction
CRM Solution Ownership (Core Mission)
Lead CRM platform selection (e.g., HubSpot, Salesforce, Zoho)
Define the business requirements for Sales, Customer Success, and Operations
Design automated workflows, notifications, dashboards, and reporting
Ensure seamless integration with operational systems and communication tools
Manage CRM rollout, user onboarding, training, and change management
Own CRM governance and continuous improvement after launch
Build a unified customer‑data foundation across Sales, Ops, and Finance
Cross‑Functional Leadership & Project Management
Coordinate with Sales, Operations, Warehouse, Finance, and Support teams to align customer‑facing processes
Lead customer experience improvement initiatives based on data and feedback
Provide regular updates and recommendations to the executive team
Ensure consistent communication and alignment across departments
Required Qualifications
Experience in Customer Experience, Customer Success, Sales Operations, or Inside Sales
Hands‑on experience implementing or managing CRM platforms (HubSpot, Salesforce, or equivalent)
Strong understanding of customer lifecycle processes and workflow design
Proven ability to standardize and optimize business processes
Ability to manage cross‑functional projects and influence without authority
Excellent problem‑solving, communication, and execution skills
Ability to work on‑site with Sales, Operations, and Warehouse teams when necessary
Preferred Qualifications
Experience in Revenue Operations (RevOps) or Sales Operations
Experience managing or building Customer Success functions
Familiarity with KPI‑driven management (conversion metrics, retention, response time)
Experience in distribution, logistics, supply chain, or inventory‑focused businesses
Experience using AI/LLM tools to automate workflows and enhance productivity
Japanese language skills (helpful for collaboration with Japan‑based partners; not required)
Work Style
Hybrid work model centered around the Long Island (Deer Park) office
Requires regular on‑site coordination with Sales, Operations, and Warehouse teams
Flexible and results‑driven work culture
Seniority level
Executive
Employment type
Full‑time
Job function
Business Development and Sales
Industries
Telecommunications
#J-18808-Ljbffr
Additional compensation types Annual Bonus
Employment Type Full-time
Position Overview We Sell Cellular (WSC) is a leading U.S.-based distributor of high-quality used smartphones. This role oversees the entire customer journey—from lead acquisition to onboarding, account management, and repeat transactions. The Head of Customer Experience will manage both the Sales process (lead → deal → repeat business) and the Customer Success process (inquiries, issue resolution, RMA coordination), ensuring a seamless and consistent experience for our buyers.
The primary mission of this position is to
lead the initial design, implementation, and ongoing operations of a new CRM solution . This includes mapping and standardizing customer‑related processes, unifying data across teams, and enabling the organization to scale with a robust, well‑designed CRM foundation.
Key Responsibilities
Design and standardize the end‑to‑end sales workflow: lead acquisition, outreach, follow‑up, quoting, deal closure, and account handoff
Build repeatable processes for lead qualification, sales pipeline management, and follow‑up discipline
Improve visibility into sales activity, performance, and funnel conversion
Collaborate closely with Sales Managers to ensure consistent execution
Customer Success & Issue Resolution
Oversee the process for handling customer inquiries, escalations, and issue tracking
Standardize workflows for RMA, returns, and post‑shipment claims
Establish SLAs, response‑time standards, and accountability metrics
Work with Operations and Warehouse teams to prevent repeat issues and improve overall customer satisfaction
CRM Solution Ownership (Core Mission)
Lead CRM platform selection (e.g., HubSpot, Salesforce, Zoho)
Define the business requirements for Sales, Customer Success, and Operations
Design automated workflows, notifications, dashboards, and reporting
Ensure seamless integration with operational systems and communication tools
Manage CRM rollout, user onboarding, training, and change management
Own CRM governance and continuous improvement after launch
Build a unified customer‑data foundation across Sales, Ops, and Finance
Cross‑Functional Leadership & Project Management
Coordinate with Sales, Operations, Warehouse, Finance, and Support teams to align customer‑facing processes
Lead customer experience improvement initiatives based on data and feedback
Provide regular updates and recommendations to the executive team
Ensure consistent communication and alignment across departments
Required Qualifications
Experience in Customer Experience, Customer Success, Sales Operations, or Inside Sales
Hands‑on experience implementing or managing CRM platforms (HubSpot, Salesforce, or equivalent)
Strong understanding of customer lifecycle processes and workflow design
Proven ability to standardize and optimize business processes
Ability to manage cross‑functional projects and influence without authority
Excellent problem‑solving, communication, and execution skills
Ability to work on‑site with Sales, Operations, and Warehouse teams when necessary
Preferred Qualifications
Experience in Revenue Operations (RevOps) or Sales Operations
Experience managing or building Customer Success functions
Familiarity with KPI‑driven management (conversion metrics, retention, response time)
Experience in distribution, logistics, supply chain, or inventory‑focused businesses
Experience using AI/LLM tools to automate workflows and enhance productivity
Japanese language skills (helpful for collaboration with Japan‑based partners; not required)
Work Style
Hybrid work model centered around the Long Island (Deer Park) office
Requires regular on‑site coordination with Sales, Operations, and Warehouse teams
Flexible and results‑driven work culture
Seniority level
Executive
Employment type
Full‑time
Job function
Business Development and Sales
Industries
Telecommunications
#J-18808-Ljbffr