Customer Service Manager

About the Company

Clever Real Estate is a venture-funded proptech company focused on changing how people buy, sell, and manage property. The business combines technology with real estate expertise to deliver a smoother, faster, and more transparent customer experience.

The company operates the leading online education platform in real estate and holds a 4.9 Trustpilot rating from more than 3,800 reviews. Through its services, it has helped consumers save over $210 million in real estate fees.

Role Summary

This opening is for a Customer Service Manager based in the United States and working remotely. The role reports to the Director of Customer Experience and partners closely with a product and technology lead who handles tooling, AI-driven workflows, and program architecture.

The position is centered on execution and operational leadership. You will manage a team of four handling SMS, email, escalations, and partner support. The goal is to maintain strong service quality, guide the team’s performance, oversee customer service programs, and drive steady day-to-day outcomes.

This opportunity is well suited to someone with 1–2 years of frontline leadership experience who wants to manage a real team and make a meaningful impact without being responsible for strategy-heavy or tooling-heavy work.

Core Duties

• Supervise, mentor, and develop a team of four customer service specialists through regular one-on-ones, coaching, feedback, coverage planning, and growth discussions.
• Oversee daily operations, including SLA tracking, quality assurance, escalation handling, and resolution quality across SMS, email, and escalation channels.
• Manage the customer service programs assigned to the team, including surveys, public reviews, escalation follow-up, and voice-of-customer actions.
• Guide or draft responses to negative public reviews so they acknowledge customer concerns sincerely while avoiding excessive blame or over-validation.
• Provide backup support for the team when members are out on PTO or sick leave.
• Track service metrics such as CSAT, FCR, response time, NPS, and review performance, then share insights with leadership.
• Work with product and technology partners on workflows, tools, and program structure, with the expectation that they build the systems while you operate them.
• Represent the team in cross-functional discussions and communicate operational needs clearly.

What Success Looks Like

Within 3 months: You have completed onboarding, taken ownership of the escalation queue, assumed responsibility for public review responses, and established a dependable weekly reporting rhythm.

Within 6 months: Operations are running smoothly, the team is stable and developing, customer service programs are on schedule, and you have built a strong working relationship with product and technology.

Within 12 months: The team is fully stable and growing, service metrics are meeting targets, and you are trusted as a reliable operational leader.

Candidate Profile

The ideal candidate brings at least 2 years of experience in customer support or service, including a minimum of 1 year in a lead, supervisor, or manager role. You should be comfortable reviewing dashboards and monitoring performance data without dedicated analyst support, and you should already use AI tools in your own work while staying open to new ones.

Strong writing judgment is important, especially in public-facing channels. You should be able to respond to frustrated customers in a way that validates their experience while still protecting confidence in the brand. The role also calls for a direct communicator who raises issues early and asks questions when expectations are unclear. Above all, the person in this role should care about customer experience as the real objective, not just the numbers.

Required Qualifications

• At least 2 years of experience in customer support or customer service, with 1 or more years in a leadership position.
• Experience managing at least 3 direct reports.
• Background in an omnichannel service setting that includes SMS, email, chat, and phone.
• Experience working with CRM systems, with HubSpot considered an advantage.

Nice-to-Have Experience

• Exposure to real estate, mortgage, or proptech environments.
• Familiarity with regulated communications such as TCPA, recorded calls, or required disclosures.
• Experience in a contact center within a fast-growing startup or high-growth company.
• Hands-on involvement in voice-of-customer programs, surveys, or review management.

Compensation and Benefits

The base salary range for this remote US role is $60,000 to $70,000, with on-target earnings of $65,000 to $75,000.

• Medical, dental, vision, and life insurance coverage.
• 18 days of paid time off, increasing with tenure, plus 10 paid holidays.
• An annual learning and professional development budget.
• Paid sabbaticals for major tenure milestones.
• Access to special Clever homeownership benefits.
• A work-from-home stipend to support your remote setup.
• 401(k) retirement plan through Guideline.
• Paid parental leave of 6 to 12 weeks.
• Free counseling sessions and optional weekly meditation for wellness support.

Equal Opportunity Statement

Clever Real Estate is committed to providing equal employment opportunities to all employees and applicants. The company does not discriminate or tolerate harassment based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other status protected by applicable law.