Manager, Client Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, coach, and develop a regional team of Client Support Supervisors and Team Leads to consistently provide a premium, luxury-level service experience to both internal and external clients.

• Establish and nurture strong collaborations with showroom leadership and sales teams to enhance the client experience and ensure seamless order management.

• Collaborate with the Director to create, refine, and execute standardized operating procedures throughout the division.

• Oversee the execution of services for large-scale, high-profile, and special projects within the region, ensuring that all service-level expectations and timelines are fulfilled.

• Convey critical business, operational, and performance updates through regular team meetings and ongoing leadership engagement.

• Ensure the timely completion of daily workflows, documentation, and service activities; proactively evaluate workloads and redistribute resources as necessary.

• Work closely with Service and Technical Support teams to manage support ticket volume and backlogs, ensuring that service-level agreements are consistently met.

• Design, implement, and continuously enhance onboarding and ongoing training programs to elevate team capabilities and performance.

• Collaborate cross-functionally to identify process gaps, implement best practices, and drive operational efficiency and scalability.

• Oversee and enforce the order-to-cash process, ensuring adherence to internal controls, audit requirements, and company policies.

• Mentor and support Client Support Supervisors and teams in effectively and professionally resolving client, showroom, and operational escalations.

• Equip teams with the necessary tools, resources, and guidance to achieve quarterly shipping targets and performance objectives.

• Act as the final escalation point for unresolved or high-impact client, operational, or service issues within the region.

• Ensure consistent compliance with service standards, policies, procedures, and company values.

• Prepare and present weekly and monthly performance reports, including service metrics, compliance measures, and operational insights.

• Lead or assist with additional strategic initiatives and projects as assigned.

⛳️ Requirements

• Bachelor’s degree or an equivalent combination of education and experience.

• 5 years of management experience in a customer service-focused environment.

• Knowledge of high-end retail sales and luxury service standards.

• Highly organized, with the ability to multitask and swiftly adapt to changing priorities.

• Proven leadership abilities to guide, motivate, and empower teams to achieve results.

• Capability to foster a collaborative team environment that encourages high performance and goal achievement.

• Demonstrated skill in building strong relationships with internal partners and external clients.

• Strong problem-solving abilities and a solution-oriented mindset.

• Proficiency with computer systems, including advanced Microsoft Excel skills (pivot tables, exports, and reporting) and ERP systems.

• Knowledge of plumbing, surfaces, or construction is preferred.

• Willingness to travel up to 30% to showroom locations and/or the corporate office.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401k retirement savings plan.

• Generous PTO program that includes vacation, personal, and sick time.

• Summer half days.

• Volunteer day.

• 8 federal holidays plus a floating holiday.