Customer Success Specialist II
New
C
Clever Real EstateReal Estate Technology
Remote - US BasedFull-TimeMiddle
Salary$54,000 – $59,000
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Job Details
- Experience
- 2+ years
- Required Skills
- DocumentationCustomer SuccessHubSpotCRMCustomer support
Requirements
- 2+ years of professional experience in customer support, customer success, or customer service.
- Direct experience handling escalations or complex cases requiring multiple interactions to resolve.
- Proven experience working in an omnichannel service environment (phone, text, email, chat).
- Proficiency with CRM platforms (HubSpot preferred).
- Proficiency with contact center software (Five9 preferred).
- Strong ability to de-escalate upset customers while maintaining professional boundaries.
- Ability to manage multiple open cases and prioritize tasks by urgency and severity.
- Experience investigating and solving problems by gathering information across systems.
- Disciplined documentation habits for case tracking.
- Strong written and verbal communication skills.
- Openness to using AI tools in daily workflows.
Responsibilities
- Serve as the primary Tier 2 escalation point for complex customer issues.
- Manage escalated cases end-to-end, including investigation, cross-team coordination, and resolution.
- Handle inbound and scheduled calls for complaints, disputes, and sensitive situations.
- Mediate disputes between customers and real estate agents in collaboration with Network Management.
- Maintain clean and auditable records for all escalated work within the CRM.
- Monitor customer survey responses and follow up on negative experiences.
- Draft training guides and reference materials to help Tier 1 teams resolve more issues.
- Provide feedback to leadership on escalation trends and systemic improvements.
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