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About the Role
The Supervisor, Client Support leads a team of Client Support Specialists within an assigned region. This is a hands-on role that combines people management with direct client support responsibilities, including sales support and order management. The Supervisor is accountable for meeting daily productivity metrics, balancing regional workload, and serving as an escalation point to resolve complex issues. This role ensures operational excellence and delivers a consistently high-end, luxury service experience for clients.
Responsibilities
- 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
- Retain accountability for order management on assigned showroom open orders and ensures CSS execution of proactive management of all new and open orders to ensure delivery within established lead times
- Ensure clear, consistent communication of order status to meet or exceed client expectations
- Complete and review the Daily Action Report (DAR) and required follow-up activities
- Collaborate with Sales Consultants, Client Services, and Technical Support to resolve client issues efficiently and satisfactorily
Requirements
- 2-4 years of administrative or project management experience
- 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
Skills
- Leadership
- Coaching
- People Management
- Sales Support
- Order Management
- Client Support
- Escalation Management
- Product Knowledge
- Service Standards
- Microsoft Office
- Excel
- ERP Systems
Location
- San Francisco
- Scottsdale
Work Type
- Onsite
- Hybrid
Experience Level
- Supervisor
- Team Lead
Salary/Compensations
- $70,000 - $75,000 a year
Benefits
- Medical
- Dental
- Vision
- 401k retirement savings plan
- PTO program (vacation, personal and sick time)
- Summer half days
- Volunteer day
- Floating holiday
- Quarterly bonus plan
About the Company
- For over 40 years, Waterworks' designs have elevated the bath and kitchen experience, with exquisite fittings, fixtures, hardware and more.
- We strive to be participants in exceptional design moments not just through our products, but through how our company name shows up in the world at large.
- We work in a highly collaborative, creative environment that values each team member’s contributions to our mission.
- We empower our associates with extensive training, career growth opportunities.
Equal Opportunity
- Waterworks is committed to promoting pay equity. Rate of pay is determined based on each individual's experience, qualifications, and the geographic location of the role. Final offer amounts are determined by multiple factors including candidate's experience and expertise and may vary from the amounts listed above.
- Waterworks is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by federal or state law or local ordinance.