Client Support Supervisor

Role Overview

• Lead, coach, and develop a team of Client Support Specialists (CSS) within the assigned region
• Monitor showroom volume and incoming requests; balance workloads and provide hands-on support as needed to ensure seamless showroom coverage
• Ensure adherence to company guidelines, values, service standards, and email response-time requirements
• Lead onboarding and ongoing training for new hires and existing team members on systems, product knowledge, and service expectations
• Serve as the primary escalation point for regional client support issues
• Ensure consistent execution of team workflows, productivity standards, and performance expectations
• Support Client Support Specialists as needed in assisting Sales Consultants with administrative sales activities, including order and quote support
• Provide dedicated oversight and support for CSS order management activities within the region
• Act as first-level escalation for complex service issues, freight challenges, and product damages
• Partner with Technical Support to manage and prioritize the CSS ticket backlog, ensuring timely resolution for Top and Assigned Accounts
• Oversee and enforce collection of Paid-in-Full (PIF) orders under $15K, as well as deposits and balance payments
• Ensure proper processing of Technical Support tickets, RMA (return) requests, Credit Memos, and Fund Transfers in compliance with company policy
• Partner with freight carriers and the warehouse to track shipments and resolve delivery or transit issues
• Ensure proactive management of Requested Delivery Dates, detailed follow-ups, and accurate order notes
• Authorize freight adjustments or overrides in accordance with Freight Accommodations Guidelines
• Ensure all client and internal emails are responded to within 24 hours
• Enforce professional email etiquette as outlined in the Associate Handbook
• Proactive management of all new and open orders to ensure delivery within established lead times
• Clear, consistent communication of order status to meet or exceed client expectations
• Completion and review of the Daily Action Report (DAR) and required follow-up activities
• Collaboration with Sales Consultants, Client Services, and Technical Support to resolve client issues efficiently and satisfactorily

Requirements

• 2-4 years of administrative or project management experience, including 1–2 years in a Team Lead or Supervisor capacity preferred
• Strong leadership and coaching skills with a hands-on, working supervisor approach
• Proven ability to manage competing priorities, team workload, and personal productivity
• Excellent written and verbal communication skills with strong professional judgment
• High attention to detail and consistent follow-through
• Proficiency in Microsoft Office (advanced Excel preferred) and ERP systems
• Passion for design and interiors preferred
• Travel required up to 30% to support showrooms and teams in assigned region and corporate for periodic training

Tech Stack

• ERP

Benefits

• comprehensive benefits package including medical/dental/vision
• 401k retirement savings plan
• generous PTO program (vacation, personal and sick time)
• additional perks like some summer half days and a volunteer day
• observes at least 8 federal holidays throughout the calendar year plus a floating holiday that associates can use at their discretion