Director of Customer Service Operations

🕒 5 days ago

🇺🇸 United States – Remote

💵 $150k - $175k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Clever Real Estate

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🏠 Real Estate

🏪 Marketplace

👥 B2C

Real Estate • Marketplace • B2C

Clever Real Estate is a consumer-facing real estate platform that connects home sellers and buyers with top-rated local agents and negotiates reduced listing commissions and buyer rebates. The company provides a concierge matching service, nationwide agent network, data-driven recommendations, and tools like cash-back offers, MLS listing options, and educational resources to help users save on fees and streamline transactions. Clever operates across all 50 U. S. states and partners with major brokerages to deliver discounted full-service agent representation and related real estate services.

📋 Description

• Own service quality, capacity, and performance across Customer Success and Matching • Establish measures and convert 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, measure, scale, adjust, or stop changes based on results • Own and improve the end-to-end customer matching operation • Improve match quality, increase capacity, and reduce manual work • Own Customer Success operations across phone, email, SMS, and other channels • Improve routing, handoffs, escalations, and documentation • Use customer feedback and demand trends to guide operational decisions • Lead, coach, and develop team leads and individual contributors • Set expectations, ownership, accountability, and address performance issues • Strengthen hiring and onboarding, team routines, documentation, and backup coverage • Personally handle customer contacts and matching work during staffing gaps, urgent issues, or key learning periods • Report to the Vice President, Customer Experience

🎯 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 • Experience 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 • Experience in real estate, proptech, or another technology-enabled service business is helpful • Familiarity with HubSpot, Front, or Five9 is a plus

🏖️ Benefits

• Medical, dental, vision, and life insurance • 18 days of PTO, increasing with tenure • 10 paid holidays • Annual budget for learning and career growth • Paid tenure sabbaticals • 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 • Optional weekly meditation

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