[Remote] Customer Service Manager

Note: The job is a remote job and is open to candidates in USA. Clever Real Estate is a venture-backed real estate technology company on a mission to revolutionize the way people buy, sell, and manage real estate. They are seeking a Customer Service Manager to lead their frontline customer service team, manage day-to-day operations, and ensure high service quality while developing team members.ResponsibilitiesLead, coach, and develop a team of 4 CS specialists through regular 1:1s, feedback, coverage planning, and development conversationsOwn day-to-day operations: SLA management, QA, escalation support, and resolution quality across SMS, email, and escalationsRun the customer service programs on the team's plate: surveys, public reviews, escalation follow-through, VoC actionsWrite or coach the team on responses to negative public reviews that acknowledge issues genuinely without over-validating or taking undue blameServe as backup coverage for the team during PTO and sick daysMonitor service KPIs (CSAT, FCR, response times, NPS, review metrics) and surface observations to leadershipPartner 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 conversationsSkills2+ years of experience in customer support or service, with at least 1 year in a lead, supervisor, or manager roleComfortable reading dashboards and monitoring metrics without a dedicated analystUses AI tools in their own work and is open to new onesStrong written judgment in public channels. Can respond to upset customers in a way that acknowledges their experience while reinforcing confidence in the brandDirect communicator who will surface issues and ask questions when direction isn't clearGenuinely cares about customer experience as the goal, not just hitting the metricHas managed at least 3 direct reportsExperience in an omnichannel service environment (SMS, email, chat, phone)Experience with CRM platforms (HubSpot a plus)Real estate, mortgage, or proptech experienceExperience with regulated communications (TCPA, recorded calls, disclosures)Contact center experience in a high-growth or startup environmentExperience with VOC programs, surveys, or review managementBenefitsMedical, dental, vision, and life insurance18 days of PTO (increases with tenure) plus 10 paid holidaysAnnual budget for learning and career growthPaid sabbaticals to celebrate major milestonesExclusive access to Clever homeownership perksSupport for your remote workspaceRetirement plan administered through Guideline6–12 weeks of paid parental leaveFree counseling sessions and optional weekly meditationCompany OverviewClever Real Estate offers a platform that allows users to find and interview real estate agents. It was founded in 2017, and is headquartered in St Louis, Missouri, USA, with a workforce of 51-200 employees. Its website is https://www.listwithclever.com.