Client Services Supervisor, NY

About the role

Bonhams is a global auction house with a rich history and a forward-looking future. The New York Client Services Supervisor plays a pivotal role in managing the Client Services team and ensuring a seamless auction experience. This role involves overseeing various aspects of client service, from bidder registration to post-sale coordination, and resolving complex issues.

Key Tasks and Responsibilities

• Manage and lead the performance of the NY Client Services team
• Oversee pre-sale and live auction client service functions, including bidder registration, phone bidding coordination, absentee bidding, cashiering support, and auction coverage
• Act as the primary escalation point for complex client matters, such as shipping disputes, payment issues, release discrepancies, and time-sensitive client resolutions
• Oversee post-sale client experience for high-value and VIP transactions, ensuring seamless coordination among Specialists, Operations, Credit Control, and external logistics providers
• Partner closely with Operations team to proactively resolve logistical bottlenecks, warehouse constraints, release challenges, and vendor performance issues impacting the client experience
• Monitor and manage third-party vendor relationships, including fine art shippers and logistics providers, ensuring service quality, responsiveness, accountability, and alignment with Bonhams standards
• Work with Legal and Compliance teams to ensure KYC, payment verification, and client onboarding processes are completed accurately and in accordance with company policies
• Lead resolution strategies for sensitive client escalations with professionalism, discretion, urgency, and commercial awareness
• Anticipate operational risks during high-volume sale periods and implement contingency plans to minimize disruption to clients and internal teams
• Maintain client service performance metrics and team workflows to identify trends, improve efficiencies, and uphold service standards
• Drive accountability to ensure deadlines, SLAs, and client commitments are consistently met
• Identify recurring operational pain points and partner with leadership to implement scalable process improvements and service enhancements
• Support and oversee offsite auctions, marquee sales, and special events requiring elevated operational coordination and client support
• Manage weekly team scheduling, staffing allocation, timecard oversight, and assignment coordination across previews, auctions, phone bidding, sale liaison coverage, front-of-house support to ensure seamless execution and exceptional client service
• Oversee hiring, onboarding, training, and ongoing development of Client Services staff, fostering a high-performing, collaborative, and client-focused team environment
• Maintain training tools to ensure team and new starters have relevant and latest training content

Additional Responsibilities

• Oversee front-of-house operations, ensuring client-facing areas are professional, welcoming, and properly staffed
• Ensure visitors, buyers, and sellers are greeted promptly and directed to the appropriate departments by Client Services team
• Maintain awareness of auction, preview, valuation, and event schedules to support team coordination and client communication
• Oversee client inquiries across phone, email, and in-person channels, ensuring timely and professional responses
• Maintain accurate client accounts, payment records, and compliance documentation within internal systems
• Oversee cashiering functions, including invoicing, payment reconciliation, rebilling, and coordination with Credit Control
• Safeguard confidential client and company information in accordance with company policies and data protection requirements
• Support implementation of new processes, systems, technologies, and operational initiatives across the Client Services team

Key Skills and Attributes

• Proven experience leading client-facing teams within a fast-paced environment
• Strong communication, problem-solving, and interpersonal skills
• Calm, professional, and solutions-oriented under pressure
• Ability to build effective relationships across departments and with high-value clients
• Adaptable, detail-oriented, and hands-on approach to leadership
• Proficiency in Microsoft Office and client management systems
• Flexibility to support evenings, weekends, previews, offsite auctions, and special events
• Knowledge of the auction industry, luxury client service, and post-sale operations preferred
• Interest in the art market and auction industry preferred; foreign language skills are a plus

Travel Expectations

Some travel required to other offices in Massachusetts and California. Frequent travel required for off-site auctions.

What We Offer

• Excellent medical, dental and vision insurance – HMO, EPO, PPO with FSA and HSA
• 20 days paid time off (PTO)
• 12 paid holidays and holiday break from Christmas to New Years Day
• 16 weeks fully paid parental leave (after one year) and flexible work arrangements
• 401(k) retirement plan with company contribution (after one year)
• Life insurance with AD&D
• Short- and long-term disability
• Tuition reimbursement
• Commuter benefits (transit and parking)
• Employee assistance program (EAP)
• Professional development: free online training and expansive content library
• Employee resource groups: social club, diversity committee, mentorship program
• Sponsored socials: annual staff art exhibition, annual summer and holiday parties, monthly birthday treats, weekly breakfast

What You Will Get

$65,000 - $80,000 annually, DOE