Waterworks logo
Waterworks

To Inspire Great People and Great Design.

Manager, Client Support

Client Services RepresentativeClient ServicesFull TimeRemoteSeniorTeam 201-500Since 1925H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

32 days ago

Salary

$75K - $80K / year

Seniority

Senior

Bachelor Degree5 yrs expExperience acceptedEnglishERP

Job Description

Manager, Client Support

Waterworks

• Lead, coach, and develop a regional team of Client Support Supervisors and Team Leads to consistently deliver a premium, luxury-caliber service experience to internal and external clients • Build and maintain strong partnerships with showroom leadership and sales teams to support an exceptional client experience and seamless order management • Partner with the Director to develop, refine, and implement standardized operating procedures across the division • Oversee service execution for large-scale, high-profile, and special projects within the region, ensuring all service-level expectations and timelines are met • Communicate critical business, operational, and performance updates through regular team meetings and ongoing leadership engagement • Ensure timely completion of daily workflows, documentation, and service activities; proactively assess workloads and rebalance resources as needed • Collaborate closely with Service and Technical Support teams to manage support ticket volume and backlog, ensuring service-level agreements are consistently achieved • Design, deliver, and continuously improve onboarding and ongoing training programs to develop team capability and performance • Partner cross-functionally to identify process gaps, implement best practices, and drive operational efficiency and scalability • Manage and enforce the order-to-cash process, ensuring compliance with internal controls, audit requirements, and company policies • Coach and support Client Support Supervisors and teams in resolving client, showroom, and operational escalations effectively and professionally • Equip teams with the tools, resources, and guidance necessary to achieve quarterly shipping targets and performance goals • Serve as the final escalation point for unresolved or high-impact client, operational, or service issues within the region • Enforce consistent adherence to service standards, policies, procedures, and company values • Prepare and deliver weekly and monthly performance reporting, including service metrics, compliance measures, and operational insights • Lead or support additional strategic initiatives and projects as assigned

Job Requirements

  • Bachelor’s degree or equivalent combination of education and experience
  • 5 years of management experience in a customer service–driven environment
  • Understanding of high-end retail sales and luxury service standards
  • Highly organized with the ability to multitask and adapt quickly to changing priorities
  • Proven leadership skills to direct, motivate, and empower teams to achieve results
  • Ability to foster a collaborative team environment that promotes high performance and goal attainment
  • Demonstrated ability to build strong relationships with internal partners and external clients
  • Strong problem-solving and solution-oriented mindset
  • Proficiency with computer systems, including advanced Microsoft Excel skills (pivot tables, exports, and reporting); ERP systems
  • Knowledge of plumbing, surfaces, or construction preferred
  • Ability to travel up to 30% to showroom locations and/or the corporate office

Benefits

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

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