Director of Customer Service Operations

New

Clever Real EstateReal estate technology

Remote (United States)Full-TimeDirector

Salary$150,000 - $175,000 base, OTE $175,000 - $225,000 + Equity

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Job Details

Experience: 10+ years in customer-facing operations; 3+ years in a people leadership role.
Required Skills: Customer SuccessHubSpotReporting

Have 10+ years of experience in customer-facing operations with direct responsibility for service, quality, capacity, and performance.
Have 3+ years of people leadership experience.
Have direct experience managing frontline individual contributors and managers.
Have experience developing leaders, handling performance problems, and stepping into frontline work.
Have experience building or improving service operations, including workflows, ticketing, routing, escalations, documentation, onboarding, and reporting.
Use customer insights and imperfect data to make sound decisions and exercise business judgment.
Have a track record of using process improvements, technology, and automation to produce measurable gains in service quality or capacity.
Have experience leading teams through high volume and changing priorities.
Have experience influencing senior leaders and cross-functional partners.
Experience in real estate, proptech, or another technology-enabled service business is helpful.
Familiarity with HubSpot, Front, or Five9 is a plus.

Own service quality, capacity, and performance across Customer Success and Matching.
Set performance measures and turn customer and performance insights into priorities and action.
Build and manage an improvement roadmap across process, technology, automation, and staffing.
Partner with Product, Data, and Operations to test changes, measure results, and decide whether to scale, adjust, or stop them.
Own and improve the end-to-end customer matching operation, including standards and measures for speed, completion, and quality.
Own Customer Success operations across phone, email, SMS, and other channels.
Improve routing, handoffs, escalations, and documentation so work reaches the right owner and customers receive timely support.
Lead, coach, and develop team leads and individual contributors; set expectations and address performance issues.
Strengthen hiring, onboarding, team routines, documentation, and backup coverage.
Handle customer contacts and matching work during staffing gaps, urgent issues, or key learning periods, then return ownership to the team.

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