---
title: 'Supervisor, Client Support at Waterworks'
canonical: 'https://feeny.ai/job/supervisor-client-support-waterworks-san-francisco-wr2bhz0d5mfq'
type: 'job'
last_seen: '2026-10-19'
---

# Supervisor, Client Support at Waterworks

- **Company:** Waterworks
- **Location:** San Francisco, CA
- **Compensation:** $70k–$75k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-23
- **Last confirmed live:** 2026-10-19
- **Apply:** https://jobs.lever.co/waterworks/f2eca5e3-c3f1-4121-8a14-90814c0d518c

## Job description

## About Waterworks

When you see the world’s most inspiring homes and hotels, you invariably find Waterworks in the mix. For over 40 years, our designs have elevated the bath and kitchen experience, with exquisite fittings, fixtures, hardware and more. We strive to be participants in exceptional design moments not just through our products, but through how our company name shows up in the world at large.

## What We Provide

What gives us an edge over our competitors is our people. We work in a highly collaborative, creative environment that values each team member’s contributions to our mission. We empower our associates with extensive training, career growth opportunities, competitive salaries, bonus potential and a comprehensive benefits package including medical/dental/vision, and 401k retirement savings plan. We offer a generous PTO program (vacation, personal and sick time) with additional perks like some summer half days and a volunteer day.  The company observes at least 8 federal holidays throughout the calendar year plus a floating holiday that associates can use at their discretion.

## The Role

The Supervisor, Client Support leads a team of Client Support Specialists within an assigned region. This is a hands-on role that combines people management with direct client support responsibilities, including sales support and order management. The Supervisor is accountable for meeting daily productivity metrics, balancing regional workload, and serving as an escalation point to resolve complex issues. With direct oversight of the Client Support team, this role ensures operational excellence and delivers a consistently high-end, luxury service experience for clients. The Supervisor partners closely with internal teams to support showroom operations and client needs in a fast-paced environment. The ideal candidate is highly organized, customer-focused, and passionate about design, with the ability to lead effectively while remaining engaged in day-to-day operations. This role would support our San Francisco and Scottsdale showrooms. This role will be based at our San Francisco showroom on a hybrid schedule and require occasional travel to the Scottsdale showroom. Work schedules may include weekend hours based on operational demands and showroom needs.

Responsibilities:

- Lead, coach, and develop a team of Client Support Specialists (CSS) within the assigned region
- Monitor showroom volume and incoming requests; balance workloads and provide hands-on support as needed to ensure seamless showroom coverage
- Ensure adherence to company guidelines, values, service standards, and email response-time requirements
- Lead onboarding and ongoing training for new hires and existing team members on systems, product knowledge, and service expectations
- Serve as the primary escalation point for regional client support issues
- Ensure consistent execution of team workflows, productivity standards, and performance expectations
- Support Client Support Specialists as needed in assisting Sales Consultants with administrative sales activities, including order and quote support
- Provide dedicated oversight and support for CSS order management activities within the region
- Act as first-level escalation for complex service issues, freight challenges, and product damages
- Partner with Technical Support to manage and prioritize the CSS ticket backlog, ensuring timely resolution for Top and Assigned Accounts
- Oversee and enforce collection of Paid-in-Full (PIF) orders under $15K, as well as deposits and balance payments
- Ensure proper processing of Technical Support tickets, RMA (return) requests, Credit Memos, and Fund Transfers in compliance with company policy
- Partner with freight carriers and the warehouse to track shipments and resolve delivery or transit issues
- Ensure proactive management of Requested Delivery Dates, detailed follow-ups, and accurate order notes
- Authorize freight adjustments or overrides in accordance with Freight Accommodations Guidelines
- Ensure all client and internal emails are responded to within 24 hours
- Enforce professional email etiquette as outlined in the Associate Handbook

The Supervisor retains accountability for order management on assigned showroom open orders and ensures CSS execution of the following:

- Proactive management of all new and open orders to ensure delivery within established lead times
- Clear, consistent communication of order status to meet or exceed client expectations
- Completion and review of the Daily Action Report (DAR) and required follow-up activities
- Collaboration with Sales Consultants, Client Services, and Technical Support to resolve client issues efficiently and satisfactorily
- Other duties and responsibilities are assigned

Requirements:

- 2-4 years of administrative or project management experience, including 1–2 years in a Team Lead or Supervisor capacity preferred
- Strong leadership and coaching skills with a hands-on, working supervisor approach
- Proven ability to manage competing priorities, team workload, and personal productivity
- Excellent written and verbal communication skills with strong professional judgment
- High attention to detail and consistent follow-through
- Proficiency in Microsoft Office (advanced Excel preferred) and ERP systems
- Passion for design and interiors preferred
- Travel required up to 30% to support showrooms and teams in assigned region and corporate for periodic training

## Our Values

Be Authentic: Engage in real conversations. Communicate honestly with respect and professionalism. Raise The Bar: Share ideas to uphold our standard of excellence. Never settle for less than the best. Own It: Be responsible for your results. Empower yourself and others to step forward and lead. Partner For Perfection: Collaborate with peers and teammates to deliver superior service to our clients. Love What You Do & Do What You Love: Generate excitement and enthusiasm for our brand and company.

Waterworks is committed to promoting pay equity. Rate of pay is determined based on each individual's experience, qualifications, and the geographic location of the role. Final offer amounts are determined by multiple factors including candidate's experience and expertise and may vary from the amounts listed above.

Waterworks is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by federal or state law or local ordinance.

## About Waterworks

## Company Overview
- **One-liner**: Waterworks is a luxury bath and kitchen company that designs and manufactures high-end fittings, fixtures, hardware, lighting, surfaces, and cabinetry for residential and commercial projects.
- **Entity Type**: Private (family-owned, no external funding rounds reported)
- **Headquarters**: Danbury, Connecticut, United States
- **Founded**: 1978
- **Founders**: Barbara Sallick and Robert Sallick (current CEO & Creative Director is Peter Sallick)

## Core Business
- **Primary industry/industries**: Luxury home furnishings (bath and kitchen), interior design, manufacturing
- **Target customers**: B2B (architects, designers, commercial hospitality) and B2C (homeowners seeking premium renovations)
- **Mission or purpose statement**: “Extraordinary design and quality” – creating products that combine artisanal craftsmanship with rigorous engineering to become lasting touchstones in the home.

## Products & Services
- **Bath Fittings & Fixtures**: Faucets, shower systems, bath accessories – all with a focus on timeless aesthetics and durable performance.
- **Kitchen Fittings & Fixtures**: Kitchen faucets, sinks, and related hardware.
- **Bathtubs & Sinks**: Freestanding and drop-in tubs, vessel sinks, washstands.
- **Lighting**: Decorative lighting for bath and kitchen spaces.
- **Surfaces & Tile**: Stone, marble, ceramic tile, and countertop materials.
- **Cabinetry**: Custom and semi-custom cabinetry for kitchens and bathrooms.
- **Design Services**: Direct sales consultants and commercial project support for specifying and installing products.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Annual revenue of approximately **$133.2M** (latest data) with **307 employees** (YoY headcount growth of +6.2%)
- **Notable Investors/Partners**: The company is family-owned; key partners include leading architects and designers worldwide. No external institutional investors publicly listed.
- **Growth Signals**: Active job postings (15 open roles), expansion of showrooms in the US and UK (London, New York, Los Angeles, etc.), and a +114% year-over-year increase in job postings.

## Competitive Advantages
- **Craftsmanship & Engineering**: Products are designed and engineered to perform over decades, combining artisan techniques (casting, forging, engraving) with modern technology (AI‑enabled machine tools).
- **Direct Sales Model**: Uniquely in the industry, Waterworks sells most products directly to customers, building long-term relationships with designers and homeowners.
- **Design Leadership**: Nearly 50 years of heritage, with a proprietary product line that spans traditional, transitional, and contemporary aesthetics.
- **Sustainability**: Incorporates recycled materials, water conservation, and strict waste handling; products built to last reduce replacement frequency.

## Strategic Focus
- **Global Expansion**: Strengthening presence in Europe (UK office in London) and key US markets.
- **Sustainability & Quality**: Continuing to invest in eco-friendly manufacturing and durable product design.
- **Digital & Showroom Experience**: Enhancing omnichannel sales and hybrid work environments for employees while maintaining in-person design consultations.

## Why Work Here
- **Culture**: Described as entrepreneurial, collaborative, and design-driven. Employees are encouraged to learn and grow in a stimulating environment.
- **Hybrid Work**: Waterworks operates a hybrid workspace; typical on-site time varies by role, with offices in Danbury (HQ), New York, Los Angeles, London, and more.
- **Perks & Benefits**: Performance bonuses, employee discounts on luxury products, and a focus on work-life balance.
- **Engineering & Craftsmanship**: Opportunities to work alongside skilled artisans and engineers in a company that values both tradition and innovation.

## Sources
1. [Lever Careers Page](https://jobs.lever.co/waterworks)
2. [Waterworks About Us](https://www.waterworks.com/us_en/about-us)
3. [LinkedIn Company Profile](https://www.linkedin.com/company/waterworks)
4. [Built In Company Profile](https://builtin.com/company/waterworks)
5. [Waterworks Home Page](https://www.waterworks.com/us_en)

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