Client Support Manager

Job Description

Job Description

Luxury Presence is building the AI growth platform for real estate. Backed by Bessemer Venture Partners and other top investors, we're a Series C company that has hit $100M in annual recurring revenue. More than 90,000 real estate professionals, including over 30% of the WSJ Real Trends top 100 agents in the United States, use us to run and grow their business.

Why This Role Matters

Our Client Support team is the front line of the Luxury Presence experience. Every interaction is a chance to turn a question into confidence and a problem into loyalty. As we scale, we are raising the bar on what support means here: not just resolving tickets quickly, but enabling clients to get more out of the platform with every conversation.

We are looking for a Client Support Manager to lead a team of Client Support Representatives and own the quality of that experience end-to-end. You will run the coaching cadence, drive the metrics, own escalations, and shape how the team operates as it grows. This is a builder's role for someone who wants real ownership of a team's outcomes and the systems behind them, not a seat on the sidelines.

The leaders who thrive here are proactive, AI-forward, and direct. You believe clarity is kindness, you develop the people around you, and you hold a high bar without losing your sense of humor.

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.

• Lead from the front. You are present with your team and close to the work, and you set the standard by modeling it rather than describing it.

• Be direct and specific. You believe clarity is kindness, so your team always knows where they stand and what great looks like.

• Own it. You take responsibility for your team's results and decisions, including the ones you would have called differently, and you never sweep a problem under the rug.

• Keep your ego out of it. You give credit to your team, take the heat yourself, and care more about the team winning than about being right.

• Hold a high bar without taking yourself too seriously. People do their best work for you because you pair real standards with genuine warmth.

• 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.

Competitive base + 20% performance bonus, paid out quarterly, + full benefits. 

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 in the midst of a seismic shift, and the future belongs to those who break new ground. As one of the fastest-growing companies in the proptech and marketing sectors, Luxury Presence challenges the status quo of what technology can do for real estate agents, leaders, and brokerages.

We're a team of agile and tenacious innovators working collaboratively to drive the industry forward. Together, we build game-changing products that empower modern real estate entrepreneurs to dominate their markets. From award-winning web design to agile SEO solutions to cutting-edge AI tools, we deliver tech that anticipates market shifts and keeps our clients ahead of their competition.

Founded in 2016 by Stanford Business School alum Malte Kramer, Luxury Presence has grown to a global team ranked on the Inc. 5000 fastest-growing companies list three years in a row. We're backed by world-class investors, including Bessemer Venture Partners, NextEquity Partners, Toba Capital, and Switch Ventures, and have raised $89 million to date.

More than 18,000 real estate businesses rely on our platform, including 30% of the Wall Street Journal RealTrends top agents and teams. Additionally, many of the industry's most powerful brokerages rely on Luxury Presence as a trusted business partner.

Every year since 2020, Luxury Presence has ranked on BuiltIn's Best Place to Work lists. HousingWire named our founder and CEO a 2024 Tech Trendsetter, we've received several Tech100 Awards, and we just scored an Inman Innovation Award for Best AI-Powered Platform.

Luxury Presence is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.