Customer Service ManagerLocation: Remote - US BasedSalary: $60-70k base, $65-75k OTEAbout 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 OverviewWe'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.Key ResponsibilitiesLead, coach, and develop a team of 4 CS specialists through regular 1:1s, feedback, coverage planning, and development conversationsOwn day-to-day operations: SLA management, QA, escalation support, and resolution quality across SMS, email, and escalationsRun the customer service programs on the team's plate: surveys, public reviews, escalation follow-through, VoC actionsWrite or coach the team on responses to negative public reviews that acknowledge issues genuinely without over‑validating or taking undue blameServe as backup coverage for the team during PTO and sick daysMonitor service KPIs (CSAT, FCR, response times, NPS, review metrics) and surface observations to leadershipPartner 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 conversationsWhat 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 Candidate2+ years of experience in customer support or service, with at least 1 year in a lead, supervisor, or manager roleComfortable reading dashboards and monitoring metrics without a dedicated analystUses AI tools in their own work and is open to new onesStrong written judgment in public channels. Can respond to upset customers in a way that acknowledges their experience while reinforcing confidence in the brandDirect communicator who will surface issues and ask questions when direction isn't clearGenuinely cares about customer experience as the goal, not just hitting the metricQualifications2+ years in customer support or service, with at least 1 year in a leadership roleHas managed at least 3 direct reportsExperience in an omnichannel service environment (SMS, email, chat, phone)Experience with CRM platforms (HubSpot a plus)Bonus Points:Real estate, mortgage, or proptech experienceExperience with regulated communications (TCPA, recorded calls, disclosures)Contact center experience in a high‑growth or startup environmentExperience with VOC programs, surveys, or review managementWhat We OfferSalary : $60-70k base, $65-75k OTEComprehensive Benefits : Medical, dental, vision, and life insurancePaid Time Off : 18 days of PTO (increases with tenure) plus 10 paid holidaysProfessional Development : Annual budget for learning and career growthTenure Sabbaticals : Paid sabbaticals to celebrate major milestonesClever Product Benefit : Exclusive access to Clever homeownership perksWork-From-Home Stipend : Support for your remote workspace401(k) : Retirement plan administered through GuidelineParental Leave : 6–12 weeks of paid parental leaveWellness Benefits : Free counseling sessions and optional weekly meditationEqual 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.#J-18808-Ljbffr