Customer Service Manager

🌍 Location: Remote - US Based

💰Salary: $60-70k base, $65-75k OTE

About Clever

Clever is a venture-backed real estate technology company on a mission to revolutionize the way people buy, sell, and manage real estate. We are at the forefront of innovation, combining cutting-edge technology with deep industry expertise to create seamless, efficient, and transparent real estate experiences.

We've built the leading online education platform in real estate and earned a 4.9 TrustPilot rating with over 3,800 reviews - helping consumers save over $210 million in real estate fees. If you're excited to play a key role at a company that transforms how people navigate their real estate journey, we’d love to hear from you!

Role Overview

We're hiring a Customer Service Manager to lead our frontline CS team and run our day-to-day customer service operations. You will report to our Director of Customer Experience and work alongside a dedicated product and tech partner who owns our tooling, AI workflows, and program design.

This role is focused on execution. You'll run a tight team of 4 across SMS, email, escalations, and partner support. Your job is to keep service quality high, coach your team, manage the customer service programs on your plate, and deliver consistent daily results.

Key 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

What Success Looks Like:

In 3 Months… You’ve completed onboarding and now own the escalation pipeline. You’ve taken ownership of public review responses, and have a reliable weekly reporting cadence.

In 6 Months… Service operations are running cleanly, the team is stable and developing, customer service programs are running on schedule, and you’ve established a strong partnership with product and tech teams.

In 12 Months… The team is fully stable and developing, service metrics are at target, you’re trusted as a reliable operational leader.

Ideal Candidate

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

Qualifications

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)

Bonus Points:

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

What We Offer

💰 Salary: $60-70k base, $65-75k OTE
🏥 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

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.