[Hiring] Home Concierge Supervisor @Clever Real Estate

Role Description

The Home Concierge Supervisor leads a team of approximately 15 specialists who speak with prospective home buyers and sellers. The team works in a high-volume, primarily outbound contact center environment, with specialists typically making 80+ dials per day. They learn what each customer needs, explain how Clever can help, and guide qualified customers to the next step of getting matched with a real estate agent.

This is a frontline sales leadership role. Your primary job is to improve your team's performance. You will spend much of your time listening to calls, preparing and delivering coaching, setting clear expectations, and following through on performance. You will also keep the team running day-to-day by handling attendance, schedule changes, questions, and customer escalations.

Success is measured by your team's performance and growth. You will be expected to understand the numbers, identify the behaviors behind them, and help each person improve through specific, consistent coaching.

What You Will Do

• Coach Individual Performance
  • Hold a weekly coaching session with each Home Concierge focused on their continued development and improvement.
  • Listen to live and recorded calls each week and use specific moments from those calls to coach better sales behaviors.
  • Turn call-quality feedback and performance data into one or two clear priorities for each person, then follow up to confirm that the behavior has changed.
  • Maintain a development plan for every team member, including strong performers who are ready for a larger challenge.
• Own Team Results
  • Own your team's performance across sales conversion, customer outcomes, call quality, productivity, attendance, and schedule adherence.
  • Use call observations and performance data to understand why results are moving, then choose the right coaching or performance action.
  • Share a clear performance read with the Home Concierge Manager, including what is improving, what is off track, and what you are doing next.
• Manage Performance Clearly
  • Set clear expectations and give direct feedback early, before a small issue becomes a larger one.
  • Recognize strong performance and reinforce the behaviors that produced it.
  • Lead performance improvement plans when needed, with timely documentation and support from the Home Concierge Manager.
  • Make fair, well-supported recommendations when performance does not improve.
• Lead the Day-to-Day Team Experience
  • Run a weekly team meeting that keeps priorities clear, shares useful coaching, and recognizes progress.
  • Handle attendance questions, schedule exceptions, shift swaps, time-off requests, and overtime approvals for your team in accordance with department guidelines.
  • Serve as the first point of contact for specialist questions and customer escalations.
  • Lead consistently across different shifts, time zones, and a team that may include both employees and contractors.
  • Receive new hires after formal training and own their coaching, confidence, and performance through the rest of their ramp.
  • Participate in interviews and make hiring recommendations for openings on your team.

How We Measure Success

• The team's sales conversion, measured by agreements per concierge, and outbound win rate meet or exceed target.
• The team consistently meets its customer experience, call quality, productivity, attendance, and adherence goals.
• Specialists across the team improve over time, including the middle of the team and not only the highest and lowest performers.
• Coaching happens on schedule, is grounded in real calls, and produces visible changes in behavior and results.
• Performance concerns are addressed promptly, documented clearly, and resolved fairly.
• New hires transition smoothly from training, reach expected performance, and receive consistent support during ramp.
• Strong performers are recognized, challenged, and prepared for future opportunities.

Qualifications

• At least two years of experience leading a frontline contact center, inside sales, or customer service team.
• Evidence of leading without the title, such as mentoring new hires, running calibration, covering for a leader, or owning a process the team relies on.
• A track record of improving individual and team performance through call review and behavior-based coaching.
• Experience setting expectations, documenting performance, leading improvement plans, and making difficult performance decisions.
• Comfort using sales and service metrics to identify what is working, what is not, and what to do next.
• Experience working in a cloud contact center platform and a CRM. Clever uses Five9 and HubSpot, but experience with similar tools transfers well.
• Strong written and verbal communication, sound judgment, and the ability to lead a remote team with consistency.
• Real estate experience is helpful but not required.

Compensation & Benefits

• Salary: $60,000 base, $75,000-$90,000 OTE
• 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

Equal Employment Opportunity Employer Statement

Clever Real Estate provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.