About the Company
A leading group transportation platform revolutionizing how people move together. While the app handles real-time hailing, the Event Trips division specializes in high-touch, pre-scheduled, hourly van reservations for weddings, corporate events, and large-scale social gatherings. A fast-growing company looking for a high-energy, results-driven professional to own the sales-to-execution lifecycle of these premium experiences and help scale the Event Trips business.
The Role
As the Customer Sales & Support Lead, you are the primary driver of sales success and operational excellence for Event Trips. You will own the full quote-to-confirmation process while delivering seamless live operations support during active events. This is a sales-first role with clear operational accountability --- you convert leads, lock in bookings, manage drivers, and ensure every trip launches flawlessly with post-booking support.
Critical Focus
Your core mandate is rapid response times and booking conversion. Once a trip is confirmed, all post-booking changes, cancellations, refunds, reporting, and ongoing support are your responsibility to ensure a seamless customer experience. You are to be laser-focused on new business, itinerary creation, quotes, driver acceptance, and live event execution.
- Roughly 75% Sales & Booking
- 10% Live Operations & Client Success
- 5% Process Optimization
Key Responsibilities
Sales & Booking Excellence (~75%)
- Respond to customer inbound requests via web forms, email, and phone --- as quickly as possible, converting leads into confirmed Event Trips bookings via email, texts, and calls. Every new inquiry requires both an email and a text upon initial response.
- Gather critical trip details (dates, precise pickup/drop-off points, vehicle requirements, special requests) and create accurate, competitive quotes accounting for hourly rates, deadhead time, and waiting intervals.
- Build professional itineraries and proposals that win business and set clear expectations.
- Aggressively follow up on open quotes to drive conversions and hit response-time SLAs.
- Optimize CRM: manage the full lead lifecycle, build sequences and templates, eliminate leakage, and maximize booking volume.
- Develop and refine pricing strategies, communication playbooks, and quote templates to improve win rates and protect margins.
- Coordinate driver acceptance, vehicle assignment, and scheduling to lock in bookings and prepare for flawless execution.
Live Operations & Client Success (~10%)
- Act as Mission Control during active events: provide real-time updates to staff, customers, and drivers via Slack, text, and phone.
- Monitor live trips, anticipate disruptions (delays, route issues, driver challenges), ensure driver acceptance of dispatched trips, and coordinate rapid solutions to maintain service quality.
- Deliver white-glove, proactive support throughout the event window to ensure every client receives a 5-star experience.
- Manage post-event billing for added hours, refunds, and ensure positive customer support.
Process Optimization & Response Time (~5%)
- Identify bottlenecks in the quote-to-trip workflow and recommend improvements that boost efficiency and conversion by lowering response times.
- Enforce strict handoff protocols: once a booking is confirmed, route all subsequent changes, cancellations, refunds, and support requests to the appropriate team.
- Maintain a clear lead queue to ensure every inquiry is first in line to receive a response.
What You'll Bring
- 2--4+ years in high-volume sales, logistics coordination, premium customer success, or operations roles --- transportation, events, hospitality, or marketplace environments strongly preferred
- Exceptional verbal and written communication skills with a sales-oriented, customer-first mindset
- High proficiency in HubSpot --- sequences, templates, workflows, reporting, and pipeline management
- Strong understanding of U.S. geography and expert-level skill using Google Maps for complex route planning and timing
- Calm, decisive thinker who thrives under pressure and solves logistical challenges in real time
- Proven ability to manage multiple high-stakes deals and live events simultaneously
- Competitive, high-energy self-starter with a track record of hitting volume, response-time, and revenue targets
- Bonus: Previous experience in group transportation, charter, or event logistics
Tools You'll Use
- HubSpot CRM
- GPS Tracking
- Internal Dispatch Systems
- Slack
- Texting & Phone via VoIP