Manager, Client Support

Role Overview

• Lead, coach, and develop a regional team of Client Support Supervisors and Team Leads to consistently deliver a premium, luxury-caliber service experience to internal and external clients
• Build and maintain strong partnerships with showroom leadership and sales teams to support an exceptional client experience and seamless order management
• Partner with the Director to develop, refine, and implement standardized operating procedures across the division
• Oversee service execution for large-scale, high-profile, and special projects within the region, ensuring all service-level expectations and timelines are met
• Communicate critical business, operational, and performance updates through regular team meetings and ongoing leadership engagement
• Ensure timely completion of daily workflows, documentation, and service activities; proactively assess workloads and rebalance resources as needed
• Collaborate closely with Service and Technical Support teams to manage support ticket volume and backlog, ensuring service-level agreements are consistently achieved
• Design, deliver, and continuously improve onboarding and ongoing training programs to develop team capability and performance
• Partner cross-functionally to identify process gaps, implement best practices, and drive operational efficiency and scalability
• Manage and enforce the order-to-cash process, ensuring compliance with internal controls, audit requirements, and company policies
• Coach and support Client Support Supervisors and teams in resolving client, showroom, and operational escalations effectively and professionally
• Equip teams with the tools, resources, and guidance necessary to achieve quarterly shipping targets and performance goals
• Serve as the final escalation point for unresolved or high-impact client, operational, or service issues within the region
• Enforce consistent adherence to service standards, policies, procedures, and company values
• Prepare and deliver weekly and monthly performance reporting, including service metrics, compliance measures, and operational insights
• Lead or support additional strategic initiatives and projects as assigned

Requirements

• Bachelor’s degree or equivalent combination of education and experience
• 5 years of management experience in a customer service–driven environment
• Understanding of high-end retail sales and luxury service standards
• Highly organized with the ability to multitask and adapt quickly to changing priorities
• Proven leadership skills to direct, motivate, and empower teams to achieve results
• Ability to foster a collaborative team environment that promotes high performance and goal attainment
• Demonstrated ability to build strong relationships with internal partners and external clients
• Strong problem-solving and solution-oriented mindset
• Proficiency with computer systems, including advanced Microsoft Excel skills (pivot tables, exports, and reporting); ERP systems
• Knowledge of plumbing, surfaces, or construction preferred
• Ability to travel up to 30% to showroom locations and/or the corporate office

Tech Stack

• ERP

Benefits

• medical/dental/vision
• 401k retirement savings plan
• generous PTO program (vacation, personal and sick time)
• summer half days
• volunteer day
• 8 federal holidays plus a floating holiday