[Hiring] Director of Customer Service Operations @Clever Real Estate

Role Description

We are looking for a hands-on customer service and operations leader for Customer Success and Matching. Customer Success supports customers across phone, email, SMS, escalations, issue resolution, customer feedback, and cross-team handoffs. Matching connects customers with partner agents across multiple stages and channels.

The Director will lead managers and individual contributors, set priorities, stabilize the frontline team, and improve service, reporting, documentation, routing, onboarding, and ownership. They will stay close to the work, use customer, team, and performance data to form an independent view, and step into frontline work when needed.

Qualifications

• 10+ years in customer-facing operations with direct responsibility for service, quality, capacity, and performance.
• 3+ years in a people leadership role, with direct experience managing frontline individual contributors and managers, 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 the ability to make sound decisions using customer insights and imperfect data.
• A 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.

Requirements

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

Benefits

• Salary: $150,000 - $175,000 base, OTE $175,000 - $225,000 + Equity
• 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 Betterment
• Parental Leave: 6–12 weeks of paid parental leave
• Wellness Benefits: Free counseling sessions and optional weekly meditation