Client Support Manager

Luxury Presence•Scottsdale, AZ

2d•$75,000 - $90,000•Hybrid

About The Position

Our Client Support team is the front line of the Luxury Presence experience. Every interaction is a chance to turn a question into confidence and a problem into loyalty. As we scale, we are raising the bar on what support means here: not just resolving tickets quickly, but enabling clients to get more out of the platform with every conversation. We are looking for a Client Support Manager to lead a team of Client Support Representatives and own the quality of that experience end-to-end. You will run the coaching cadence, drive the metrics, own escalations, and shape how the team operates as it grows. This is a builder's role for someone who wants real ownership of a team's outcomes and the systems behind them, not a seat on the sidelines. The leaders who thrive here are proactive, AI-forward, and direct. You believe clarity is kindness, you develop the people around you, and you hold a high bar without losing your sense of humor.

Requirements

2+ years managing a product or client support team (real estate or SaaS experience is a plus).
5+ years of direct client support experience.
A track record of leading support operations in a startup or high-growth environment.
A proven people developer who genuinely enjoys growing and upskilling the people around you.
An analytical and methodical problem solver with strong organizational skills and the ability to turn data into action.

Nice To Haves

real estate or SaaS experience is a plus

Responsibilities

Lead and develop a high-performing team
Run a consistent coaching cadence: structured weekly 1:1s where reps come prepared with their own agenda and a self-assessment, plus one to two hours of side-by-side coaching every week.
Deliver feedback in the moment, not just at review cycles.
Run consistent QA case reviews and coach to performance candidly.
Build individualized development plans and clear career maps so every rep knows what growth looks like and how to get there.
Own new hire ramp post-training to independent productivity.
Own your team's service metrics
Hold the line on CSAT, first-time resolution, time to resolve, SLA, and utilization, and drive them proactively rather than reacting once they slip.
Develop your team into confident upsellers. Coach reps on spotting and positioning the right opportunities, grow that skill through hands-on practice, and keep each person accountable to their handoffs and revenue contribution with weekly check-ins.
Use Salesforce and reporting tools to audit performance, surface trends, and make decisions from data rather than anecdote.
Set the standard for client experience
Define and model what â€œexcellenceâ€ looks like across chat, voice, and email interactions.
Treat client impact as the north star. Go beyond closing the ticket and look for the moment that earns a client's loyalty.
Own escalations directly. Step in before it escalates; engage with clients meaningfully; triage cross-functional situations with clear communication, accountability, and follow-through until resolution.
Build strong cross-functional partnerships with Onboarding, Client Success, Sales, Product, and Engineering to drive customer advocacy across the company.
Lead with AI
Be AI-forward in your own practice and make AI fluency a team capability, not a personal hobby.
Streamline and automate the workflows that slow your team or your clients down.
Translate new tools into repeatable team frameworks, and model the behavior you expect from the team.