Manager, Client Support

Waterworks

Client Support Manager leading a regional team to deliver luxury-caliber service experience at Waterworks. Responsible for operational consistency, project management, and client relationships.

Posted 4/30/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $75,000 - $80,000 per yearWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

management experiencecustomer serviceadvanced Microsoft ExcelERP systemsonboarding programsoperational efficiencyservice metricscompliance measuresorder-to-cash processproblem-solving

Soft Skills

leadershiporganizational skillsmultitaskingcollaborationrelationship buildingadaptabilitycoachingcommunicationteam empowermentsolution-oriented mindset

Certifications

Bachelor’s degree