Client Support Manager

About the Company

Luxury Presence is an AI-driven growth platform built for the real estate industry. The company is backed by Bessemer Venture Partners and other leading investors, has reached Series C funding, and has surpassed $100M in annual recurring revenue. Its platform is used by more than 90,000 real estate professionals, including over 30% of the top 100 WSJ RealTrends agents in the U.S.

Role Overview

The Client Support team is the first point of contact for customers and plays a major role in shaping the overall client experience. This position is responsible for leading a team of Client Support Representatives and overseeing quality, coaching, escalations, and operational performance as the team grows. The role is suited to someone who wants direct ownership of team results, processes, and service standards.

The best fit for this position is someone who is proactive, comfortable using AI in day-to-day work, communicates clearly and directly, and enjoys helping others grow while maintaining a high standard of performance.

Key Responsibilities

• Manage and develop a high-performing support team through regular 1:1 coaching sessions, side-by-side mentoring, and timely feedback.
• Conduct quality reviews on support cases and provide candid performance coaching.
• Create tailored development plans and growth paths for each team member.
• Oversee new hire ramp-up after training until reps can work independently and productively.
• Monitor and improve team metrics such as CSAT, first-time resolution, time to resolve, SLA adherence, and utilization.
• Coach team members to recognize upsell opportunities, strengthen their commercial judgment, and stay accountable for handoffs and revenue contribution.
• Use Salesforce and other reporting systems to review performance, identify trends, and make data-backed decisions.
• Set and model a high standard for support across chat, voice, and email channels.
• Focus on resolving the underlying client need and building long-term loyalty, not just closing the immediate issue.
• Handle escalations directly, coordinate with other teams, and ensure issues are resolved with clear communication and follow-through.
• Work closely with Onboarding, Client Success, Sales, Product, and Engineering to strengthen the overall customer experience.
• Use AI tools to improve team workflows, automate repetitive tasks, and help the team adopt efficient repeatable practices.

Working Style

• Lead by example and stay close to the work being done by the team.
• Communicate expectations clearly so team members always understand performance standards.
• Take full ownership of outcomes and decisions.
• Prioritize the team’s success over personal credit.
• Maintain high standards while bringing warmth and a healthy sense of humor.

Required Experience

• At least 2 years of experience managing a product support or client support team; experience in real estate or SaaS is an advantage.
• 5 or more years of direct client support experience.
• Experience leading support operations in a startup or fast-growing company.
• Strong people development skills and a genuine interest in helping others improve.
• Strong organizational ability and a structured, analytical approach to solving problems.

Compensation and Benefits

The role offers a competitive base salary with a 20% performance bonus paid quarterly, along with full benefits.

Additional Information

This position is based in Scottsdale, Arizona and requires an in-person hybrid work arrangement.

Luxury Presence is an equal opportunity employer and considers all qualified applicants without discrimination based on race, color, religion, sex, sexual orientation, gender identity, or national origin.

The company may use AI tools in parts of the hiring process, including resume review and response analysis, but human judgment remains the final decision-maker.

Founded in 2016, Luxury Presence is a fast-growing company in the proptech and marketing space. It has been recognized on the Inc. 5000 list, BuiltIn’s Best Place to Work lists, and has received multiple industry awards.