Sales Support Lead (Commercial/Hospitality)

At Phillip Jeffries, we believe the most beautiful spaces begin with meaningful connections. Since our start in a family garage in 1976, we have grown into a global luxury wallcovering brand trusted by the world’s top designers and architects. Today, our curated collections and dedication to exceptional service set the standard in the industry. That kind of reputation is built by passionate people who know how to sell not just a product, but a story.

We're searching for a Sales Support Lead, Contract who brings a passion for customer service, project coordination, and team development. Reporting to the Sales Support Manager, you'll serve as a go-to resource for the Sales Support team, helping to navigate complex opportunities, support key customer relationships, and drive operational excellence. Beyond problem-solving, this role is about building confidence in others through coaching, training, and sharing best practices that help the entire team succeed. This remote position is ideally suited for someone based on the West Coast who enjoys partnering closely with customers, sales teams, and colleagues across the business to deliver an exceptional experience.
What You’ll Be Doing
Lead & Support the Team

- Serve as the go-to resource for Sales Support Coordinators on complex projects, claims, and escalations.

- Provide day-to-day guidance on processes, systems, and best practices.

- Monitor inbound requests and help prioritize workload to ensure exceptional client service.

- Lead or participate in team huddles and support department communication initiatives.

- Act as a backup resource for phone coverage, quoting, order entry, and project coordination when needed.

Resolve Complex Customer Issues

- Handle escalated customer concerns with professionalism, urgency, and empathy.

- Investigate project, product, installation, service, and operational issues to identify root causes and recommend solutions.

- Support claims management, including gathering documentation, reviewing history, and coordinating resolution efforts.

- Collaborate with internal teams to ensure a seamless customer experience and project success.

Train & Mentor

- Provide informal coaching and mentorship to Sales Support team members.

- Assist with onboarding and training new hires.

- Facilitate training sessions and knowledge-sharing opportunities.

- Help identify process improvements and opportunities for increased efficiency.

- Contribute to the development and maintenance of training materials and documentation.

Drive Operational Excellence

- Support workflow management and ensure adherence to service-level expectations.

- Participate in pipeline discussions and project review meetings.

- Monitor trends, identify opportunities for improvement, and share recommendations with leadership.

- Partner cross-functionally with Sales, Supply Chain, Logistics, Finance, Design, Marketing, QA, DigiPrint, and Customer Experience teams.

What We're Looking For

- Minimum 5 years of customer service, sales support, project coordination, or related experience.

- Experience handling customer escalations and resolving complex issues.

- Strong understanding of the commercial design industry and project lifecycle.

- Ability to de-escalate challenging situations with professionalism, empathy, and a solution-oriented mindset.

- Excellent communication and relationship-building skills.

- Strong organizational, prioritization, and problem-solving abilities.

- Ability to work independently in a remote environment while maintaining a high level of accountability.

- General computer proficiency and experience working within multiple business systems.

- Background in commercial interiors, design, architecture, wallcoverings, or related industries is a plus.

The Phillip Jeffries Experience

At Phillip Jeffries, we believe exceptional work deserves exceptional care. Our commitment to creating a more beautiful world extends to how we support our team,