# Client Support Manager

**Company:** [Luxury Presence](https://hotfix.jobs/companies/luxury-presence)
**Location:** Scottsdale, AZ
**Role:** Customer Support
**Salary:** $75k – $90k/yr
**Experience:** 5+ years
**Skills:** Salesforce, Csat, Sla Management, Qa Reviews, Coaching, Performance Metrics, Upselling, Data Analysis, AI Tools, Cross-Functional Collaboration
**Posted:** 2026-06-12

> Lead and coach a team of Client Support Representatives, owning service metrics, escalations, and client experience quality in a hybrid SaaS environment.

## Job Description

## What You'll Own

### 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.

## What We're Looking For
- 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.

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