Waterworks16h ago

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USD 70000–75000/yr

Supervisor, Client Support

United States·San FranciscoFull-timemid

OtherSupervisor

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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,

Technical Tools

OtherSupervisor

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 Supervisor, Client Support leads a team of Client Support Specialists within an assigned region. This is a hands-on role that combines people management with direct client support responsibilities, including sales support and order management. The Supervisor is accountable for meeting daily productivity metrics, balancing regional workload, and serving as an escalation point to resolve complex issues.

With direct oversight of the Client Support team, this role ensures operational excellence and delivers a consistently high-end, luxury service experience for clients. The Supervisor partners closely with internal teams to support showroom operations and client needs in a fast-paced environment.

The ideal candidate is highly organized, customer-focused, and passionate about design, with the ability to lead effectively while remaining engaged in day-to-day operations.

This role would support our San Francisco and Scottsdale showrooms.

Work schedules may include weekend hours based on operational demands and showroom needs.

Lead, coach, and develop a team of Client Support Specialists (CSS) within the assigned region

Monitor showroom volume and incoming requests; balance workloads and provide hands-on support as needed to ensure seamless showroom coverage

Ensure adherence to company guidelines, values, service standards, and email response-time requirements

Lead onboarding and ongoing training for new hires and existing team members on systems, product knowledge, and service expectations

Serve as the primary escalation point for regional client support issues

Ensure consistent execution of team workflows, productivity standards, and performance expectations

Support Client Support Specialists as needed in assisting Sales Consultants with administrative sales activities, including order and quote support

Provide dedicated oversight and support for CSS order management activities within the region

Act as first-level escalation for complex service issues, freight challenges, and product damages

Partner with Technical Support to manage and prioritize the CSS ticket backlog, ensuring timely resolution for Top and Assigned Accounts

Oversee and enforce collection of Paid-in-Full (PIF) orders under $15K, as well as deposits and balance payments

Ensure proper processing of Technical Support tickets, RMA (return) requests, Credit Memos, and Fund Transfers in compliance with company policy

Partner with freight carriers and the warehouse to track shipments and resolve delivery or transit issues

Ensure proactive management of Requested Delivery Dates, detailed follow-ups, and accurate order notes

Authorize freight adjustments or overrides in accordance with Freight Accommodations Guidelines

Ensure all client and internal emails are responded to within 24 hours

Enforce professional email etiquette as outlined in the Associate Handbook

The Supervisor retains accountability for order management on assigned showroom open orders and ensures CSS execution of the following:

Proactive management of all new and open orders to ensure delivery within established lead times

Clear, consistent communication of order status to meet or exceed client expectations

Completion and review of the Daily Action Report (DAR) and required follow-up activities

Collaboration with Sales Consultants, Client Services, and Technical Support to resolve client issues efficiently and satisfactorily

Other duties and responsibilities are assigned

2-4 years of administrative or project management experience, including 1–2 years in a Team Lead or Supervisor capacity preferred

Strong leadership and coaching skills with a hands-on, working supervisor approach

Proven ability to manage competing priorities, team workload, and personal productivity

Excellent written and verbal communication skills with strong professional judgment

High attention to detail and consistent follow-through

Proficiency in Microsoft Office (advanced Excel preferred) and ERP systems

Passion for design and interiors preferred

Travel required up to 30% to support showrooms and teams in assigned region and corporate for periodic training

Our Values

Be Authentic: Engage in real conversations. Communicate honestly with respect and professionalism.

Raise The Bar: Share ideas to uphold our standard of excellence. Never settle for less than the best.

Own It: Be responsible for your results. Empower yourself and others to step forward and lead.

Partner For Perfection: Collaborate with peers and teammates to deliver superior service to our clients.

Love What You Do & Do What You Love: Generate excitement and enthusiasm for our brand and company.

Waterworks is committed to promoting pay equity. Rate of pay is determined based on each individual's experience, qualifications, and the geographic location of the role. Final offer amounts are determined by multiple factors including candidate's experience and expertise and may vary from the amounts listed above.

Waterworks is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by federal or state law or local ordinance.