Head of Customer Success & Matching Operations

Clever; United States; On-site; USD 150,000 - 230,000; Full time

Job summary

Clever in the United States seeks a hands-on Director of Customer Success and Matching to lead the teams, set priorities, stabilize the frontline, and drive service quality across phone, email, and other channels.

You will translate customer and performance data into action, build a focused improvement roadmap with Product, Data and Operations, and own end‑to‑end matching operations with clear standards and ownership.

Qualifications

• 3+ years in a people leadership role, with direct experience managing frontline contributors and managers.
• 10+ years in customer-facing operations with responsibility for service, quality, capacity, and performance.
• Experience leading teams through high volume and changing priorities.
• Experience building or improving service operations, including workflows, routing, escalations, documentation, onboarding, and reporting.
• Strong business judgment and data-driven decision making using customer insights.
• Familiarity with real estate/proptech or tech-enabled service business is helpful.
• Familiarity with HubSpot, Front, or Five9 is a plus.

Responsibilities

• Lead managers and individual contributors; set priorities; stabilize the frontline; improve service, reporting, documentation, routing, onboarding, and ownership.
• Own service quality, capacity, and performance across Customer Success and Matching.
• Build and manage an improvement roadmap balancing process, technology, automation, and staffing.
• Own end-to-end customer matching operation with clear standards, ownership, and measures.
• Identify and implement process and technology improvements in partnership with Product.
• Own Customer Success operations across phone, email, SMS, and other channels; set standards for service, quality, coverage, and capacity.
• Improve routing, handoffs, escalations, and documentation to ensure timely support.
• Use feedback and demand trends to guide decisions; lead and develop team leads and contributors.
• Be willing to handle customer contacts during staffing gaps and learn from frontline work to drive improvements.

Skills

People leadership

Operations leadership

Customer service operations

Data-driven decision making

Cross-functional partnership

Tools

HubSpot

Front

Five9

Job description

Clever in the United States seeks a hands-on Director of Customer Success and Matching to lead the teams, set priorities, stabilize the frontline, and drive service quality across phone, email, and other channels.

You will translate customer and performance data into action, build a focused improvement roadmap with Product, Data and Operations, and own end‑to‑end matching operations with clear standards and ownership.