Customer Service Manager

Responsibilities

• Lead, coach, and develop a team of 4 CS specialists through regular 1:1s and feedback
• Own day-to-day operations including SLA management, QA, and escalation support
• Manage customer service programs such as surveys, public reviews, and VoC actions
• Monitor service KPIs including CSAT, FCR, response times, and NPS
• Partner with product and tech teams on tooling and workflow design
• Serve as backup coverage for the team during PTO and sick days

Requirements

• 2+ years of experience in customer support or service
• At least 1 year in a leadership, supervisor, or manager role
• Experience managing at least 3 direct reports
• Experience in an omnichannel service environment (SMS, email, chat, phone)
• Experience with CRM platforms, preferably HubSpot
• Ability to monitor and interpret dashboards and metrics

Preferred Qualifications

• Real estate, mortgage, or proptech experience
• Experience with regulated communications (TCPA, disclosures)
• Contact center experience in a high-growth or startup environment
• Experience with VOC programs, surveys, or review management

Benefits

• Medical, dental, vision, and life insurance
• 18 days of PTO plus 10 paid holidays
• Annual professional development budget
• Paid tenure sabbaticals
• Work-from-home stipend
• 401(k) retirement plan
• 6–12 weeks of paid parental leave
• Wellness benefits including free counseling and meditation

About the Company

Clever is a venture-backed real estate technology company on a mission to revolutionize the way people buy, sell, and manage real estate through cutting-edge technology and industry expertise.