Customer Service Manager
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Job Description
Customer Service Manager leading frontline team at Clever, a real estate tech company. Responsible for customer service operations and coaching a team of specialists.
Responsibilities:
- Lead, coach, and develop a team of 4 CS specialists through regular 1:1s, feedback, coverage planning, and development conversations
- Own day-to-day operations: SLA management, QA, escalation support, and resolution quality across SMS, email, and escalations
- Run the customer service programs on the team's plate: surveys, public reviews, escalation follow-through, VoC actions
- Write or coach the team on responses to negative public reviews that acknowledge issues genuinely without over-validating or taking undue blame
- Serve as backup coverage for the team during PTO and sick days
- Monitor service KPIs (CSAT, FCR, response times, NPS, review metrics) and surface observations to leadership
- Partner with the product and tech teams on tooling, workflows, and program design (they build, you run)
- Be a voice for the team in cross-functional conversations
Requirements:
- 2+ years of experience in customer support or service, with at least 1 year in a lead, supervisor, or manager role
- Comfortable reading dashboards and monitoring metrics without a dedicated analyst
- Uses AI tools in their own work and is open to new ones
- Strong written judgment in public channels. Can respond to upset customers in a way that acknowledges their experience while reinforcing confidence in the brand
- Direct communicator who will surface issues and ask questions when direction isn't clear
- Genuinely cares about customer experience as the goal, not just hitting the metric
- Experience in an omnichannel service environment (SMS, email, chat, phone)
- Experience with CRM platforms (HubSpot a plus)
Benefits:
- 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
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