Client Services Supervisor

The Shade Store® has handcrafted the finest Shades, Blinds, and Drapery for 75 years. We believe designing beautiful custom window treatments should be an effortless experience, so we offer outstanding services to help our customers every step of the way, from inspiration to installation. We are always looking for friendly, passionate individuals to join our team and deliver the finest custom window treatment experience.

About the role

The Client Services Supervisor is a frontline leader responsible for overseeing day-to-day Client Services operations, team performance, and execution. This role manages a team of Client Experience Managers (CEMs), ensuring client issues are resolved effectively, communication remains clear, and performance expectations are consistently met across quality, accuracy, and productivity metrics. The Client Services Supervisor plays a critical role in maintaining service standards through coaching, escalation management, and performance oversight. This role ensures that client issues are handled with clarity, professionalism, and consistency, reinforcing a high-quality experience in moments that matter most.

Responsibilities

• Manage and coach a team of CEMs across varying levels
• Drive daily performance across SLA adherence, quality assurance, and productivity
• Conduct regular performance check-ins, feedback sessions, and development conversations
• Serve as first-level leadership for escalations, supporting resolution of high-impact client issues
• Ensure consistent adherence to workflows, escalation paths, and CRM documentation standards
• Partner with internal teams (Operations, Scheduling, Installation) to resolve cases
• Reinforce best practices in client communication, case ownership, and follow-through
• Identify performance gaps and intervene proactively

Team & Case Ownership

• Oversees a team of ~15 CEMs
• Responsible for performance across all assigned team members
• Supports resolution of escalated cases requiring leadership involvement
• Ensures consistent execution across moderate to high case volume environments

Qualifications

• 3+ years in client services, customer experience, or similar environments
• Prior leadership or team lead experience of remote and/or hybrid teams preferred
• Strong coaching and performance management skills
• Ability to manage escalations and complex client interactions
• Strong working knowledge of CRM systems and case management workflows
• Excellent communication, organization, and decision-making skills
• Luxury brand experience preferred

Schedule

This role must be available to work a regular 12pm-9pm ET schedule, including some Saturdays as business needs require.

Pay

$95,000 – 105,000 annually

Benefits

• Competitive salary
• Medical Benefits
• 401k with Company Match
• Up to $100k Life Insurance & Short-Term Disability (Employer Paid)
• Legal and Pet Insurance Plans
• Employee Assistance Program
• Product Discount