Director of Customer Service Operations
About The Position
Clever Real Estate is seeking a hands-on customer service and operations leader for its Customer Success and Matching teams. Customer Success supports customers through phone, email, SMS, escalations, issue resolution, customer feedback, and cross-team handoffs. Matching connects customers with partner agents across multiple stages and channels. The Director will lead managers and individual contributors, set priorities, stabilize frontline operations, and improve service, reporting, documentation, routing, onboarding, and ownership. The role stays close to frontline work, uses customer, team, and performance data to form an independent view, and steps into customer or matching work when needed. The Director owns service quality, capacity, and performance across Customer Success and Matching; establishes clear measures; and turns insights into priorities and action. They build and manage an improvement roadmap covering process, technology, automation, and staffing, partnering with Product, Data, and Operations to test changes and evaluate results. The role also leads and develops team leads and individual contributors, strengthens hiring and onboarding, establishes clear expectations and accountability, and builds team routines, documentation, and backup coverage. The successful candidate will understand a complex, evolving environment, identify high-impact opportunities, and build a team that can operate without depending on them.
Requirements
- 10+ years in customer-facing operations with direct responsibility for service, quality, capacity, and performance.
- 3+ years in a people leadership role.
- Direct experience managing frontline individual contributors and managers, developing leaders, handling performance problems, and stepping into frontline work.
- Experience building or improving service operations, including workflows, ticketing, routing, escalations, documentation, onboarding, and reporting.
- Strong business judgment and ability to make sound decisions using customer insights and imperfect data.
- Track record of using process improvements, technology, and automation to produce measurable gains in service quality or capacity.
- Experience leading teams through high volume and changing priorities while influencing senior leaders and cross-functional partners.
Nice To Haves
- Experience in real estate, proptech, or another technology-enabled service business.
- Familiarity with HubSpot, Front, or Five9.
Responsibilities
- Own service quality, capacity, and performance across Customer Success and Matching; establish measures and translate customer and performance insights into priorities and action.
- Build and manage an improvement roadmap balancing process, technology, automation, and staffing.
- Partner with Product, Data, and Operations to test changes, measure results, and scale, adjust, or stop initiatives based on outcomes.
- Own and improve the end-to-end customer matching operation, establishing standards, ownership, and measures for speed, completion, and quality.
- Identify and implement process and technology improvements to improve match quality, increase capacity, and reduce manual work.
- Own Customer Success operations across phone, email, SMS, and other channels, setting standards for service, quality, coverage, and capacity.
- Improve routing, handoffs, escalations, and documentation so work reaches the right owner and customers receive timely support.
- Use customer feedback and demand trends to guide process, technology, automation, and staffing decisions.
- Lead, coach, and develop team leads and individual contributors; set expectations and accountability, and address performance issues directly.
- Strengthen hiring and onboarding and build team routines, documentation, and backup coverage.
- Personally handle customer contacts and complete matching work during staffing gaps, urgent issues, or key learning periods, then return ownership to the team.
- Establish initial performance baselines, clarify near-term priorities and escalation paths, align leaders on a focused roadmap, and launch targeted improvements.
- Ensure workflows and service standards are followed, reporting supports decision-making, and improvements deliver measurable gains.
Benefits
- Medical, dental, vision, and life insurance.
- 18 days of paid time off, increasing with tenure, plus 10 paid holidays.
- Annual professional development budget for learning and career growth.
- Paid tenure sabbaticals to celebrate major milestones.
- Exclusive access to Clever homeownership perks.
- Work-from-home stipend.
- 401(k) retirement plan administered through Betterment.
- 6–12 weeks of paid parental leave.
- Free counseling sessions and optional weekly meditation.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
