Customer Success Specialist II

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $54k - $59k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Serve as the primary Tier 2 escalation point for customer issues exceeding Tier 1 scope • Own escalated cases from intake through resolution, including investigation, coordination, customer communication, follow-up, and documentation • Handle inbound and scheduled customer calls involving complaints, disputes, or complex situations • Mediate and resolve customer-agent disputes with Network Management • Draft and send escalation-related emails • Monitor customer survey responses, follow up on negative experiences, and route feedback • Create and manage CRM tickets for escalated work • Support online review responses by drafting replies, flagging reviews, and closing escalation-related loops • Build training guides and reference materials from common escalation scenarios • Provide CX leadership feedback on escalation trends and Tier 1 enablement needs • Support recurring and one-off strategic initiatives as assigned

🎯 Requirements

• 2+ years in customer support, customer success, or customer service • Direct experience handling escalations or complex cases that take more than one touchpoint to resolve • Experience in an omnichannel service environment (phone, text, email, chat) • Experience with CRM platforms; HubSpot is a plus • Experience with contact center software; Five9 is a plus • Comfortable gathering and working through large amounts of information to reach a resolution • Ability to de-escalate upset customers and remain steady in sensitive conversations • Ability to manage multiple open cases and prioritize by severity and urgency • Strong written and verbal communication • Disciplined case documentation • Ability to work across teams and hold tasks accountable without direct authority • Experience using AI tools and openness to new ones

🏖️ 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 sabbaticals to celebrate major milestones • Exclusive access to Clever homeownership perks • Work-from-home stipend • 401(k) retirement plan administered through Guideline • 6–12 weeks of paid parental leave • Free counseling sessions • Optional weekly meditation