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Supervisor, Client Support
Waterworks. Lead, coach, and develop a team of Client Support Specialists within the assigned region .
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Lead, coach, and develop a team of Client Support Specialists within the assigned region
- Monitor showroom volume and incoming requests, balance workloads, and provide hands-on support
- Ensure adherence to company guidelines, values, service standards, and email response-time requirements
- Lead onboarding and ongoing training 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 Sales Consultants with administrative sales activities, including order and quote support
- Oversee Client Support Specialist order management activities
- Resolve complex service issues, freight challenges, and product damages
- Manage and prioritize the Client Support ticket backlog with Technical Support
- Oversee collection of Paid-in-Full orders under $15K, deposits, and balance payments
- Ensure proper processing of Technical Support tickets, RMA requests, Credit Memos, and Fund Transfers
- Partner with freight carriers and the warehouse to track shipments and resolve delivery or transit issues
- Manage Requested Delivery Dates, follow-ups, and accurate order notes
- Authorize freight adjustments or overrides according to guidelines
- Ensure client and internal emails are answered within 24 hours
- Oversee new and open orders to ensure delivery within established lead times
- Communicate order status to meet or exceed client expectations
- Complete and review the Daily Action Report and follow-up activities
- Collaborate with Sales Consultants, Client Services, and Technical Support to resolve client issues
- Support San Francisco and Scottsdale showrooms with occasional travel to Scottsdale
- Deliver a high-end, luxury service experience for clients
Requirements
What you’ll need- 2–4 years of administrative or project management experience
- 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
- Proficiency in ERP systems
- Passion for design and interiors preferred
- Travel required up to 30% to support showrooms, regional teams, and corporate training
- Ability to work weekend hours based on operational demands and showroom needs
Benefits
Comp & perks- Extensive training
- Career growth opportunities
- Competitive salaries
- Quarterly bonus plan based on business performance
- Medical, dental, and vision insurance
- 401k retirement savings plan
- Generous PTO program including vacation, personal, and sick time
- Summer half days
- Volunteer day
- At least 8 federal holidays
- Floating holiday