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Director of Customer Service Operations
Clever Real Estate. Own service quality, capacity, and performance across Customer Success and Matching .
About the role
Key responsibilities & impact- Own service quality, capacity, and performance across Customer Success and Matching
- Establish measures and convert customer and performance insights into priorities and action
- Build and manage an improvement roadmap balancing process, technology, automation, and staffing
- Partner with Product, Data, and Operations to test, measure, scale, adjust, or stop changes based on results
- Own and improve the end-to-end customer matching operation
- Improve match quality, increase capacity, and reduce manual work
- Own Customer Success operations across phone, email, SMS, and other channels
- Improve routing, handoffs, escalations, and documentation
- Use customer feedback and demand trends to guide operational decisions
- Lead, coach, and develop team leads and individual contributors
- Set expectations, ownership, accountability, and address performance issues
- Strengthen hiring and onboarding, team routines, documentation, and backup coverage
- Personally handle customer contacts and matching work during staffing gaps, urgent issues, or key learning periods
- Report to the Vice President, Customer Experience
Requirements
What you’ll need- 10+ years in customer-facing operations with direct responsibility for service, quality, capacity, and performance
- 3+ years in a people leadership role
- Direct experience managing frontline individual contributors and managers
- Experience developing leaders, handling performance problems, and stepping into frontline work
- Experience building or improving service operations, including workflows, ticketing, routing, escalations, documentation, onboarding, and reporting
- Strong business judgment and ability to make sound decisions using customer insights and imperfect data
- Track record of using process improvements, technology, and automation to produce measurable gains in service quality or capacity
- Experience leading teams through high volume and changing priorities while 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
Benefits
Comp & perks- Medical, dental, vision, and life insurance
- 18 days of PTO, increasing with tenure
- 10 paid holidays
- Annual budget for learning and career growth
- Paid tenure sabbaticals
- Exclusive access to Clever homeownership perks
- Work-from-home stipend
- 401(k) retirement plan administered through Betterment
- 6–12 weeks of paid parental leave
- Free counseling sessions
- Optional weekly meditation