Client Support Manager

Why This Role Matters

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.

What You'll Own

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 “excellence” 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.

How You'll Work

• Lead from the front. You are present with your team and close to the work, and you set the standard by modeling it rather than describing it.

• Be direct and specific. You believe clarity is kindness, so your team always knows where they stand and what great looks like.

• Own it. You take responsibility for your team's results and decisions, including the ones you would have called differently, and you never sweep a problem under the rug.

• Keep your ego out of it. You give credit to your team, take the heat yourself, and care more about the team winning than about being right.

• Hold a high bar without taking yourself too seriously. People do their best work for you because you pair real standards with genuine warmth.

What We're Looking For

• 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.