Customer Service Manager

Clever Real Estate

1d•Remote

About The Position

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. This is a great fit for someone who has a year or two of frontline leadership experience and wants to grow by running a real team with real impact, without being stretched across tooling and strategy work that doesn't play to their strengths.

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 Haves

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

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