Client Support Manager (AI/SaaS)

TL;DR

Client Support Manager (AI/SaaS): Leading and developing a high-performing client support team for an AI-driven real estate growth platform with an accent on service metrics, quality assurance, and AI-driven workflow automation. Focus on scaling support operations, coaching representatives, and driving customer loyalty through excellent experience.

Location: Must be based in Scottsdale, Arizona (Hybrid)

Company

An AI growth platform for real estate professionals, backed by Bessemer Venture Partners, serving over 90,000 clients.

What you will do

• Lead and develop a support team through structured weekly 1:1s, side-by-side coaching, and individualized growth plans.
• Own and drive service metrics including CSAT, first-time resolution, time to resolve, SLA, and utilization.
• Define and model excellence standards across chat, voice, and email interactions.
• Manage complex client escalations directly and coordinate cross-functional resolutions.
• Integrate AI tools and automate workflows to streamline team and client operations.
• Partner with Onboarding, Client Success, Sales, Product, and Engineering to drive customer advocacy.

Requirements

• 2+ years of experience managing a product or client support team.
• 5+ years of direct client support experience.
• Track record of leading support operations in a startup or high-growth environment.
• Analytical and methodical problem-solving skills with the ability to act on data.
• Must be based in Scottsdale, AZ to work in a hybrid capacity.

Culture & Benefits

• High-ownership "builder's role" in a Series C company.
• Culture of directness and transparency where "clarity is kindness".
• Emphasis on people development, upskilling, and clear career mapping.
• AI-forward environment encouraging fluency and automation in daily practice.
• Collaborative atmosphere pairing high professional standards with genuine warmth.