Waterworks
Waterworks12d ago
USD 75000–80000/yr

Manager, Client Support RH | Boutique Partners

RemoteFull-timemid
OtherManager
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Quick Summary

Overview

About Waterworks When 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.

Key Responsibilities

The Client Support Manager is responsible for managing a team and overseeing operational processes and procedures across assigned channel of business.

Technical Tools
excelpeople-managementproject-management
About Waterworks
When 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 Provide
What 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 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 or within reasonable commuting distance are expected to maintain an onsite presence a minimum of 3 days per week, or more frequently as business needs dictate.

For showrooms located beyond a 50-mile radius or beyond reasonable commuting distance, 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 weekend hours based on operational demands and showroom needs.

 
*Currently accepting internal applications through May 11th
  • 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
  • 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%

    • Location & Eligibility

    Where is the job
    Worldwide
    Fully remote, anywhere in the world
    Who can apply
    Same as job location

    Listing Details

    Posted
    April 29, 2026
    First seen
    April 29, 2026
    Last seen
    May 10, 2026

    Posting Health

    Days active
    9
    Repost count
    0
    Trust Level
    65%
    Scored at
    May 9, 2026

    Signal breakdown

    freshnesssource trustcontent trustemployer trust
    Apply for this position
    Waterworks
    Waterworks
    lever
    Employees
    30
    Founded
    1978
    Domain
    waterworks.com
    Jobs
    View 22 jobs
    View company profile

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    WaterworksManager, Client Support RH | Boutique PartnersUSD 75000–80000
    Apply Now