Client Services Supervisor in at The Shade Store

Client Services Supervisor

Position: Client Services Supervisor

Location: Remote - United States

Schedule: 12pm-9pmET

Compensation: $95,000 105,000 annually

ABOUT THE SHADE STORE

At The Shade Store, we have 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. Our team is expanding, and there has never been a more exciting time to be a part of it.

THE POSITION:

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.

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

KEY 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 SCOPE:

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

SKILLS & QUALIFICATIONS:

3+ years in client services, customer experience, or similar environments

Prior leadership or team lead experience of remote and/or hybrid teamspreferred

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

WHY WORK AT THE SHADE STORE

We set out to create a company culture that is enjoyable and rewarding, where team members can have meaningful impact. Below are some of the perks and benefits of working at TSS:

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

THE SHADE STORE offer is contingent upon:

Proof of legal authorization to work in the United States for The Shade Store, which will be confirmed by E-Verify within three business days of your hire date

The Shade Store provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.