Client Support Manager

About the role

Luxury Presence is building an AI‑driven growth platform for real estate professionals. As a Client Support Manager you will lead a team of support representatives, own the end‑to‑end client experience, and shape the processes that drive loyalty and platform adoption.

Key responsibilities

• Lead, coach, and develop a high‑performing support team through structured weekly 1:1s and side‑by‑side coaching.
• Own new‑hire ramp‑up, performance metrics (CSAT, first‑time resolution, SLA, utilization) and drive continuous improvement.
• Define excellence standards for chat, voice, and email interactions and ensure consistent delivery.
• Handle escalations proactively, coordinate cross‑functional resolution, and maintain strong partnerships with Onboarding, Client Success, Sales, Product, and Engineering.
• Use Salesforce and reporting tools to audit performance, surface trends, and make data‑driven decisions.

Required profile

• Proactive, AI‑forward mindset with a passion for building scalable support operations.
• Strong leadership style that balances high standards with humor and empathy.
• Excellent communication skills and ability to develop people through clear, actionable feedback.
• Data‑driven decision maker who values clarity and accountability.

Required skills

• Salesforce

What we offer

• Opportunity to shape a fast‑growing, Series C company with $100M ARR.
• Collaborative culture focused on innovation in real‑estate technology.
• Competitive compensation and benefits package.