Client Support Manager

About Luxury Presence

Luxury Presence is building the AI growth platform for real estate. As a Series C company with $100M in ARR, backed by top investors, we empower over 90,000 real estate professionals with technology to run and grow their businesses. We are ranked on the Inc. 5000 list and recognized for innovation in AI and proptech.

Why This Role Matters

Our Client Support team is the front line of the Luxury Presence experience, turning every interaction into an opportunity for confidence and loyalty. We are raising the bar for support, focusing not just on resolving tickets but on enabling clients to maximize the platform's value. We are looking for a Client Support Manager to lead a team of Client Support Representatives, owning the quality of the client experience end-to-end. This is a builder's role for someone who wants real ownership of a team's outcomes and systems.

What You’ll Own

Lead and Develop a High-Performing Team

• Run a consistent coaching cadence: structured weekly 1:1s with rep-led agendas and self-assessments, plus 1-2 hours of side-by-side coaching weekly.
• Provide real-time feedback.
• Conduct regular QA case reviews and coach candidly on performance.
• Build individualized development plans and clear career maps.
• Own new hire ramp-up post-training to independent productivity.

Own Your Team’s Service Metrics

• Proactively manage and drive key metrics: CSAT, first-time resolution, time to resolve, SLA, and utilization.
• Develop the team into confident upsellers by coaching them to identify and position opportunities, practicing these skills, and holding individuals accountable for handoffs and revenue contribution.
• Utilize Salesforce and reporting tools to audit performance, identify trends, and make data-driven decisions.

Set the Standard for Client Experience

• Define and model excellence across chat, voice, and email interactions.
• Prioritize client impact, aiming to earn client loyalty beyond ticket resolution.
• Own escalations directly, engaging meaningfully with clients and triaging cross-functional issues with clear communication and follow-through.
• Build strong cross-functional partnerships with Onboarding, Client Success, Sales, Product, and Engineering to foster customer advocacy.

Lead with AI

• Be AI-forward in your own practice and foster AI fluency within the team.
• Streamline and automate workflows to improve team and client efficiency.
• Translate new tools into repeatable team frameworks and model desired behaviors.

How You’ll Work

• Lead from the front: Be present, close to the work, and set the standard by modeling behavior.
• Be direct and specific: Ensure clarity so the team understands expectations and performance standards.
• Own it: Take responsibility for team results and decisions.
• Keep your ego out of it: Give credit to the team and focus on collective success.
• Hold a high bar with warmth: Combine high standards with genuine care for your 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 enjoys growing and upskilling team members.
• An analytical and methodical problem solver with strong organizational skills and the ability to translate data into action.

Compensation

$75,000 - $90,000 per year.

Location

This is an in-person hybrid role based in Scottsdale, Arizona.

Join us in shaping the future of real estate

The real estate industry is undergoing a significant transformation, and Luxury Presence is at the forefront with its AI growth platform. We are a fast-growing proptech company backed by top investors, delivering cutting-edge products that empower real estate professionals. Founded in 2016, we have a global team, are recognized on the Inc. 5000 list, and have received numerous industry awards, including for our AI-powered platform. We are committed to building a diverse and inclusive workplace.

Luxury Presence is an Equal Opportunity Employer. We may use AI tools to assist in the hiring process; final decisions are made by humans.