Customer Service Manager

Clever Real Estate

Customer Service Manager leading frontline team at Clever, a real estate tech company. Responsible for customer service operations and coaching a team of specialists.

Posted 5/1/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $60,000 - $75,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Experience in an omnichannel service environment (SMS, email, chat, phone)
Experience with CRM platforms (HubSpot a plus)

Benefits

Comp & perks

Comprehensive Benefits: Medical, dental, vision, and life insurance
Paid Time Off: 18 days of PTO (increases with tenure) plus 10 paid holidays
Professional Development: Annual budget for learning and career growth
Tenure Sabbaticals: Paid sabbaticals to celebrate major milestones
Clever Product Benefit: Exclusive access to Clever homeownership perks
Work-From-Home Stipend: Support for your remote workspace
401(k): Retirement plan administered through Guideline
Parental Leave: 6–12 weeks of paid parental leave
Wellness Benefits: Free counseling sessions and optional weekly meditation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SLA managementQAescalation supportresolution qualitymonitoring metricscustomer service programsomnichannel serviceCRM platformscustomer experiencepublic reviews

Soft Skills

leadershipcoachingcommunicationwritten judgmentdirect communicationcustomer empathyproblem-solvingfeedback deliveryteam developmentcross-functional collaboration