Client Support Manager

Luxury Presence•Scottsdale, AZ

5h•Hybrid

About The Position

Luxury Presence is seeking a Client Support Manager to lead a team of Client Support Representatives and ensure a high-quality client experience. This role involves managing coaching cadences, driving key metrics, handling escalations, and shaping the team's operational processes as the company scales. It's a hands-on, builder's role focused on team outcomes and the systems that support them. The ideal candidate is proactive, AI-forward, direct, believes in clear communication, develops their team, and maintains a high standard with a 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.

Responsibilities

Lead and develop a high-performing team of Client Support Representatives.
Run a consistent coaching cadence, including structured weekly 1:1s with self-assessments and side-by-side coaching.
Deliver feedback in the moment and conduct regular QA case reviews.
Build individualized development plans and career maps for team members.
Oversee new hire ramp-up to ensure independent productivity.
Own and proactively drive key service metrics such as CSAT, first-time resolution, time to resolve, SLA, and utilization.
Develop the team into confident upsellers by coaching them to identify and position opportunities.
Use Salesforce and reporting tools to audit performance, identify trends, and make data-driven decisions.
Define and model excellent client experience standards across all communication channels (chat, voice, email).
Manage and resolve client escalations directly, engaging meaningfully with clients and triaging cross-functional issues.
Build strong cross-functional partnerships with Onboarding, Client Success, Sales, Product, and Engineering.
Be AI-forward in personal practice and foster AI fluency within the team.
Streamline and automate workflows using AI tools to improve team and client efficiency.
Translate new tools into repeatable team frameworks and model expected behaviors.