Supervisor, Client Support

Waterworks

Supervisor leading a Client Support team within Waterworks, ensuring operational excellence and high-end service experience. Driving team development and managing regional client support activities.

Posted 4/30/2026full-timeBoston • Connecticut, Massachusetts • 🇺🇸 United StatesJuniorMid-Level💰 $70,000 - $75,000 per yearWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

Health insurance
Dental insurance
Vision insurance
401k retirement savings plan
Generous PTO program (vacation, personal and sick time)
Summer half days
Volunteer day
Observance of at least 8 federal holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

administrative experienceproject managementorder managementticket managementRMA processingfreight managementproduct knowledgeservice expectationsemail response-time managementattention to detail

Soft Skills

leadershipcoachingcommunicationprofessional judgmentteam managementworkload managementproblem-solvingfollow-throughhands-on supervisionprioritization