Luxury Client Service Supervisor

The RealReal; Phoenix (AZ); On-site; USD 60,000 - 77,000; Full time

Benefits offered by this job

Employee Stock Purchase Plan

401K with Company Match

Medical, Dental & Vision Insurance

Paid Parental Leave

9 Paid Company Holidays

Flexible Time Off

Job summary

The RealReal is seeking a Client Service Assistant Manager to supervise a Phoenix-based contact center, reinforcing our brand and delivering a superior client experience. You will implement best practices, lead a team of Specialists and Client Service Representatives, and drive process improvements to boost productivity and customer satisfaction while maintaining the highest standards of luxury service.

Reporting to the Client Service Manager or Director, you will manage staffing, training, and

Qualifications

• 3+ years of management/supervisory experience in a contact center or similar environment.
• Strong communication skills, both verbal and written.
• Proven track record of leading high-performing teams delivering luxury client service.
• Experience with staffing, training, and scheduling; workforce management.

Responsibilities

• Supervise and coordinate a team of Specialists, Senior Specialists, and Client Service Representatives; oversee all day-to-day operations in the Phoenix office.
• Develop and implement staffing, training, and scheduling plans to support daily center operations.
• Monitor performance trends and provide timely feedback to optimize customer experience and productivity.
• Collaborate cross-functionally to align SOPs, best practices, and resolution initiatives.
• Hire, onboard, and conduct performance discussions; manage time cards and PTO requests.

Skills

Management experience

Team leadership

Client service

Coaching & development

Workforce management

Communication

Scheduling & staffing

Job description

The RealReal is seeking a Client Service Assistant Manager to supervise a Phoenix-based contact center, reinforcing our brand and delivering a superior client experience. You will implement best practices, lead a team of Specialists and Client Service Representatives, and drive process improvements to boost productivity and customer satisfaction while maintaining the highest standards of luxury service.

Reporting to the Client Service Manager or Director, you will manage staffing, training, and