Job Description

About WaterworksWhen you see the world’s most inspiring homes and hotels, you invariably find Waterworks in the mix. For over 40 years, our 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. What We ProvideWhat gives us an edge over our competitors is our people. 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, competitive salaries, bonus potential and a comprehensive benefits package including medical/dental/vision, and 401k retirement savings plan. We offer a generous PTO program (vacation, personal and sick time) with additional perks like some summer half days and a volunteer day.  The company observes at least 8 federal holidays throughout the calendar year plus a floating holiday that associates can use at their discretion.The Role
The Client Support Manager is responsible for managing a team and overseeing operational processes and procedures across assigned channel of business. This role manages a team of Client Support Specialists and a team lead to ensure efficient order and project management, operational consistency, and exceptional customer service in alignment with company guidelines and standards.
The ideal candidate brings a strong people management acumen, commitment to service excellence and continuous process improvement to drive a streamlined, elevated service experience for both clients and supported showroom teams.
Managers supporting showrooms within a 50-mile radius are expected to maintain an onsite presence a minimum of 2–3 days per week, or more frequently as business needs dictate.
For showrooms located beyond a 50-mile radius, managers are expected to be onsite at least once per month, with additional visits scheduled as required to support business priorities.
Work schedules may include occasional weekend hours based on operational demands and showroom needs.
 
*Currently accepting internal applications through May 11th
Responsibilities:
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:
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
$75,000 - $80,000 a year
Our ValuesBe Authentic: Engage in real conversations. Communicate honestly with respect and professionalism.Raise The Bar: Share ideas to uphold our standard of excellence. Never settle for less than the best.Own It: Be responsible for your results. Empower yourself and others to step forward and lead.Partner For Perfection: Collaborate with peers and teammates to deliver superior service to our clients.Love What You Do & Do What You Love: Generate excitement and enthusiasm for our brand and company.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.Please mention the word **ABOUNDS** and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely (#RODguMTk4Ljk5LjE0Mw==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.