Torchora
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Key Responsibilities and Required Skills for Inbound Assistant

💰 $45,000 - $60,000

SalesMarketingCustomer ServiceEntry-Level

🎯 Role Definition

Welcome! We're searching for a proactive and enthusiastic Inbound Assistant to join our growing team. In this pivotal role, you will be the first point of contact for our future customers, making you the voice and face of our brand. Your mission is to manage the flow of all incoming leads, ensuring every inquiry is handled with speed, professionalism, and a human touch. You will be responsible for qualifying interest, directing prospects to the right resources, and laying the groundwork for a successful sales cycle. This isn't just an administrative role; it's a launchpad for a career in sales or marketing, offering you a front-row seat to the entire customer journey.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative
  • Administrative Assistant or Receptionist
  • Recent College Graduate (Marketing, Business, Communications)
  • Retail or Hospitality Professional

Advancement To:

  • Inbound Specialist or Sales Development Representative (SDR)
  • Account Executive (AE)
  • Marketing Coordinator or Specialist
  • Customer Success Manager

Lateral Moves:

  • Sales Operations Analyst
  • Marketing Operations Assistant
  • Junior Content Creator

Core Responsibilities

Primary Functions

  • Act as the primary gatekeeper for all inbound leads, meticulously managing inquiries from website forms, live chat, email, and phone calls.
  • Engage with potential customers in real-time through live chat to answer initial questions and guide them to relevant information or resources.
  • Conduct initial discovery and qualification of new leads based on established criteria to determine their potential as a sales-qualified lead (SQL).
  • Respond to all inbound inquiries within our target service level agreement (SLA), ensuring a consistently positive and efficient first impression.
  • Schedule product demonstrations, discovery calls, and initial meetings between qualified leads and the appropriate Account Executives.
  • Maintain impeccable data hygiene by accurately entering, updating, and managing lead and contact information within our CRM (e.g., Salesforce, HubSpot).
  • Nurture early-stage leads who are not yet ready to purchase by providing them with valuable content and resources, such as whitepapers, case studies, and webinar invitations.
  • Route qualified opportunities to the correct sales team members with detailed notes and context to ensure a seamless and effective handoff.
  • Master our company's product offerings, value proposition, and ideal customer profile to effectively address prospect questions and objections.
  • Collaborate closely with the marketing team to provide feedback on the quality of leads generated from various campaigns and channels.
  • Monitor and manage dedicated sales and marketing email inboxes, sorting and responding to messages in a timely and organized fashion.
  • Diligently follow up with leads who have shown initial interest but have not yet engaged in a sales conversation.
  • Utilize marketing automation tools to enroll leads into appropriate email nurture sequences based on their interests and behaviors.
  • Track and report on key performance indicators (KPIs), such as response time, lead conversion rates, and the number of meetings scheduled.
  • Assist in identifying trends and patterns in inbound inquiries to help refine marketing messaging and sales strategies.
  • Manage the calendars of multiple Account Executives, optimizing their schedules for maximum efficiency and prospect engagement.
  • Become a power user of our sales and marketing technology stack, including CRM, chat software, and scheduling tools.
  • Provide a world-class customer experience from the very first touchpoint, embodying the company's tone, brand, and commitment to service.
  • Support the sales team with various administrative tasks, such as preparing materials for meetings or pulling basic reports.
  • Continuously learn and stay up-to-date on industry trends and best practices for inbound sales and lead management.

Secondary Functions

  • Assist the sales and marketing teams by pulling simple reports and ad-hoc data from the CRM to support strategic decisions.
  • Provide feedback and frontline insights from prospect conversations to help refine inbound marketing campaigns and sales strategies.
  • Work closely with Account Executives to ensure a smooth and informed hand-off of qualified leads, providing all necessary context and background.
  • Participate in regular team meetings, including daily stand-ups and weekly planning sessions, to align on priorities and share progress.
  • Help test and provide feedback on new lead-capture forms, landing pages, or chat-bot conversation flows.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM Software Proficiency: Hands-on experience with CRM platforms like HubSpot or Salesforce for data entry, lead tracking, and reporting.
  • Google Workspace / MS Office Suite: High proficiency in using tools like Gmail, Google Calendar, Docs, Sheets (or their Microsoft equivalents: Outlook, Excel, Word).
  • Communication Platforms: Experience using business communication tools such as Slack or Microsoft Teams.
  • Live Chat Software: Familiarity with operating live chat applications (e.g., Intercom, Drift, LiveChat) to engage with website visitors.
  • Scheduling Tools: Adept at using automated scheduling software like Calendly or Chili Piper to book meetings efficiently.
  • Basic Data Analysis: Ability to understand and interpret key metrics like conversion rates and response times.

Soft Skills

  • Exceptional Written & Verbal Communication: The ability to articulate ideas clearly, professionally, and with perfect grammar across email, chat, and phone.
  • Superior Organizational Skills: A natural talent for managing multiple tasks, prioritizing effectively, and maintaining order in a fast-paced environment.
  • Active Listening: The skill to truly hear and understand a prospect's needs and pain points before responding.
  • Empathy & Customer-Centricity: A genuine desire to help people and solve their problems, putting the customer experience first.
  • Time Management: Meticulous attention to detail and the ability to manage your own schedule to meet response time goals and deadlines.
  • Coachability & Adaptability: A strong desire to learn, an openness to feedback, and the ability to adapt to new processes and technologies quickly.
  • Problem-Solving Mindset: The ability to think on your feet and find solutions when faced with new questions or challenges.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or equivalent.

Preferred Education:

Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Business Administration
  • Marketing
  • Communications
  • English or Liberal Arts

Experience Requirements

Typical Experience Range:

0-2 years of experience in a customer-facing role (e.g., customer service, hospitality, retail) or an administrative position.

Preferred:

Previous experience in an office environment, particularly within a tech, SaaS, or B2B company, is highly desirable. Direct experience with a CRM system is a significant plus but not a requirement for the right candidate.

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