Client Support Manager

Luxury Presence

Lead Client Support operations for Luxury Presence developing AI growth platform for real estate. Building team, metrics, and client experiences in a hybrid environment in Scottsdale, AZ.

Posted 6/13/2026full-timeScottsdale • Arizona • 🇺🇸 United StatesJuniorMid-Level💰 $75,000 - $90,000 per yearWebsite

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Health insurance
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

coachingperformance managementdata analysisupsellingworkflow automationclient supportteam developmentQA case reviewsSLA managementAI fluency

Soft Skills

leadershipcommunicationorganizational skillsproblem solvingaccountabilityclient advocacycross-functional collaborationfeedback deliverystrategic thinkingempathy