About the role

Role Overview

Hiring a Customer Service Manager to lead the frontline customer service team and run day-to-day service operations for Clever Real Estate (remote, US-based). You’ll report to the Director of Customer Experience and partner closely with product and tech teams that own tooling, AI workflows, and program design. This is an execution-focused leadership role.

Responsibilities

Lead and coach a team of 4 CS specialists (1:1s, feedback, coverage planning, development conversations)
Run daily operations: SLA management, QA, escalation support, and resolution quality across SMS, email, and escalations
Own customer service programs including surveys, public reviews, escalation follow-through, and VoC actions
Write or coach responses to negative public reviews—acknowledge issues genuinely while reinforcing the brand (avoid excessive blame)
Serve as backup coverage during PTO and sick days
Monitor and report KPIs: CSAT, FCR, response times, NPS, and review metrics
Partner with product/tech on tooling, workflows, and program design (they build; you run)
Be a voice for the team in cross-functional discussions

What Success Looks Like

In 3 months: Onboarded; owns escalation pipeline; owns public review responses; reliable weekly reporting cadence
In 6 months: Operations run cleanly; team stable and developing; programs on schedule; strong partnership with product/tech
In 12 months: Team fully stable; service metrics at target; trusted as a reliable operational leader

Requirements

2+ years in customer support/service, with at least 1 year in a leadership role
Managed at least 3 direct reports
Experience in an omnichannel environment (SMS, email, chat, phone)
Ability to read dashboards and monitor metrics without a dedicated analyst
Uses AI tools and is open to adopting new ones
Strong written judgment in public channels; can respond to upset customers appropriately
Direct communicator; surfaces issues and asks questions when unclear
Genuine focus on customer experience

Nice to Have

Real estate, mortgage, or proptech experience
Experience with regulated communications (e.g., TCPA, recorded calls, disclosures)
Contact center experience in a high-growth environment

About Clever Real Estate

Clever Real Estate is a venture-backed real estate technology company focused on transforming how people buy, sell, and manage real estate. It combines technology with real industry expertise and operates a real estate education platform, helping consumers reduce real estate fees.

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