Director of Client Support

Luxury Presence is the fastest-growing digital platform for agents, teams, and brokerages. Their award-winning real estate websites, modern marketing solutions, and AI-powered mobile platform help agents attract more business, work more efficiently, and serve their clients. Since launching in 2016, Luxury Presence has been trusted by more than 10,000 real estate professionals, including over 20 Wall Street Journal Top 100 agents.
We are looking for a talented Director of Client Support to join our Client Support team. As the Director of the Client Support team, you will be responsible for a team of Client Support Representatives and Managers who support our product. You will work closely with the team managers to help them achieve their goals, delight clients, resolve issues quickly, and provide world-class service. You’ll be providing oversight, training, feedback, and review to ensure the team meets its obligations while proactively identifying areas for improvement. You are obsessed with creating an exceptional client experience and always looking for ways to improve our internal and external processes. 

You are responsible for:

• Managing and leading your team of Support Managers and working cross-functionally while aligning strategy to Luxury Presence’s strategic goals and culture
• Building strong cross-functional relationships to help drive customer advocacy within our Client Success, Sales, Product, and Engineering teams
• Ensuring the team is delivering a world-class service experience by setting and measuring metrics, including SLAs, time to resolve, utilization rates, handling escalations and CSAT, and that the team has appropriate tools and resources to provide world-class support
• Coaching and mentoring the Leadership team through QA monitoring, training, and 1:1s
• Owning initiatives for improving the product bug process, and end-user experience which will result in reduction of client effort
• Developing and maintaining customer support policies, procedures, and guidelines

You’re gifted at:

• Hiring and building a high performance support team
• Leading and coaching support leaders with a passion for growing and upskilling those around you
• Taking initiative and being proactive, you aren’t afraid to jump in and find a resolution 
• Collaborating with others and proactively finding ways to drive teamwork and efficiency

You have:

• 4+ years managing product support teams (experience in real estate or SaaS is a plus)
• 8 years direct client support experience
• Experience managing a remote workforce or leading distributed teams
• Project management or team planning experience
• Experience in scaling support operations in a start-up to mid-size org
• Familiarity with and ability to learn a modern suite of Client Success, Operations, and/or Customer Support tech stack (Salesforce, Dialpad, Monet, etc.)

You are:

• A strong and proven customer and employee advocate 
• An analytical and methodical problem solver with strong organizational skills
• An independent and well-organized, project-oriented thinker
• A team player, focused on collaboration and doing the right thing
• Accustomed to a fast-paced environment

Who we are: Luxury Presence is the real estate industry's most powerful marketing platform, providing award winning websites and cutting edge tech to the world’s top agents. Founded in 2016 by Stanford Business School alumni Malte Kramer, Luxury Presence currently serves over 9,000 clients in the U.S. and Canada with its SaaS model — including over 20 of the top 100 WSJ real estate agents and teams. In addition, Luxury Presence is the official website partner to some of the industry's most powerful brokerages. The Los Angeles-based SaaS company raised $25.9 million for its Series B round and recently announced $19.2M Series B-1. Bessemer Venture Partners led the round alongside fellow existing investors Toba Capital and Switch Ventures. Former Dallas Mavericks basketball player Dirk Nowitzki also participated in the round, along with other angel investors.  Its solutions include stunning website design, an engaging home search tool, an agent-to-agent listing referral network, powerful content & SEO strategies, expert-lead social media management, and digital advertising for lead generation. In 2020, Luxury Presence was recognized as a Best Place to Work by BuiltinLA and by Inc. as the 322nd fastest growing private company in America and then again in 2021 — LP ranked 598th.  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.