Customer Service Manager

Clever Real EstateReal Estate Technology

Remote - US BasedFull-TimeManager

Salary$60k - $75k / year

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Job Details

Experience: 2+ years of experience in customer support or service, with at least 1 year in a lead, supervisor, or manager role

Requirements

2+ years of experience in customer support or service
At least 1 year in a lead, supervisor, or manager role
Managed at least 3 direct reports
Experience in an omnichannel service environment (SMS, email, chat, phone)
Experience with CRM platforms (HubSpot a plus)
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

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

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$60k - $75k / year

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