Client Support Manager

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. What You'll Own 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. How You'll Work 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