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. 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 strength

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 leaders
• 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