Responsibilities
- Lead, coach, and develop a team of 4 CS specialists through regular 1:1s, feedback, coverage planning, and development conversations
- Own day-to-day operations: SLA management, QA, escalation support, and resolution quality across SMS, email, and escalations
- Run the customer service programs on the team's plate: surveys, public reviews, escalation follow-through, VoC actions
- Write or coach the team on responses to negative public reviews that acknowledge issues genuinely without over-validating or taking undue blame
- Serve as backup coverage for the team during PTO and sick days
- Monitor service KPIs (CSAT, FCR, response times, NPS, review metrics) and surface observations to leadership
- Partner with the product and tech teams on tooling, workflows, and program design (they build, you run)
- Be a voice for the team in cross-functional conversations
Requirements
- 2+ years of experience in customer support or service, with at least 1 year in a lead, supervisor, or manager role
- Comfortable reading dashboards and monitoring metrics without a dedicated analyst
- Uses AI tools in their own work and is open to new ones
- Strong written judgment in public channels. Can respond to upset customers in a way that acknowledges their experience while reinforcing confidence in the brand
- Direct communicator who will surface issues and ask questions when direction isn't clear
- Genuinely cares about customer experience as the goal, not just hitting the metric
- 2+ years in customer support or service, with at least 1 year in a leadership role
- Has managed at least 3 direct reports
- Experience in an omnichannel service environment (SMS, email, chat, phone)
- Experience with CRM platforms (HubSpot a plus)
Nice to Have
- Real estate, mortgage, or proptech experience
- Experience with regulated communications (TCPA, recorded calls, disclosures)
- Contact center experience in a high-growth or startup environment
- Experience with VOC programs, surveys, or review management
Benefits
- Comprehensive Benefits: Medical, dental, vision, and life insurance
- Paid Time Off: 18 days of PTO (increases with tenure) plus 10 paid holidays
- Professional Development: Annual budget for learning and career growth
- Tenure Sabbaticals: Paid sabbaticals to celebrate major milestones
- Clever Product Benefit: Exclusive access to Clever homeownership perks
- Work-From-Home Stipend: Support for your remote workspace
- 401(k): Retirement plan administered through Guideline
- Parental Leave: 6–12 weeks of paid parental leave
- Wellness Benefits: Free counseling sessions and optional weekly meditation
Team
Team size: 4. Structure: dedicated product and tech partner
Additional Information
- Equal Employment Opportunity Employer Statement: Clever Real Estate 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.
