Clever Real EstateRemote
Customer Service Manager
United States of America
Full Time
1 hour ago
$60,000 - $75,000 USD
Visa Sponsor
Key skills
Customer SupportCustomer Service LeadershipOmnichannel Service EnvironmentSMS CommunicationEmail CommunicationChat CommunicationPhone CommunicationCRM PlatformsHubSpotAI Tools UsagePublic Review ResponseService Metrics MonitoringVOC ProgramsSurvey ManagementReview ManagementDirect CommunicationAICRMLeadership
About this role
Clever Real Estate is a venture-backed real estate technology company on a mission to revolutionize the way people buy, sell, and manage real estate. They are seeking a Customer Service Manager to lead their frontline customer service team, manage day-to-day operations, and ensure high service quality while developing team members.
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
- Has managed at least 3 direct reports
- Experience in an omnichannel service environment (SMS, email, chat, phone)
- Experience with CRM platforms (HubSpot a plus)
- 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