Supervisor, Client Support

Waterworks • New York, NY

1d • Hybrid

About The Position

The Supervisor, Client Support leads a team of Client Support Specialists within an assigned region. This is a hands-on role that combines people management with direct client support responsibilities, including sales support and order management. The Supervisor is accountable for meeting daily productivity metrics, balancing regional workload, and serving as an escalation point to resolve complex issues.
With direct oversight of the Client Support team, this role ensures operational excellence and delivers a consistently high-end, luxury service experience for clients. The Supervisor partners closely with internal teams to support showroom operations and client needs in a fast-paced environment.
The ideal candidate is highly organized, customer-focused, and passionate about design, with the ability to lead effectively while remaining engaged in day-to-day operations.
Supervisors supporting showrooms within a 50-mile radius are expected to maintain an onsite presence a minimum of 3 days per week, or more frequently as business needs dictate.
For showrooms located beyond a 50-mile radius, managers are expected to be onsite at least once per month, with additional visits scheduled as required to support business priorities.
Work schedules may include weekend hours based on operational demands and showroom needs.

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

Nice To Haves

• Passion for design and interiors

Responsibilities

• 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
• The Supervisor retains accountability for order management on assigned showroom open orders and ensures CSS execution of the following:
• 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
• Other duties and responsibilities are assigned

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees