Head of Customer Success & Matching Ops

Clever Real Estate; USA; Vor Ort; USD 180.000 - 240.000; Vollzeit

Benefits dieser Stelle

Comprehensive benefits

PTO + Holidays

Professional development

Tenure sabbaticals

Clever homeownership perks

401(k) retirement plan

Parental leave

Wellness benefits

Zusammenfassung

Clever Real Estate in the United States is seeking a hands-on Director of Customer Experience to lead Customer Success and Matching operations. You will own service quality, capacity, and performance, shaping an improvement roadmap and partnering with Product, Data, and Operations to scale with data-driven decisions.

You’ll lead managers and ICs, stay close to frontline work when needed, and build a high‑performing team that delivers seamless customer journeys across channels while driving

Qualifikationen

• 10+ years in customer-facing operations with responsibility for service, quality, capacity, and performance.
• 3+ years in a people leadership role managing frontline teams and leaders.
• Experience building or improving service operations with routing, escalations, and reporting.
• Strong business judgment using customer insights and data.
• Proven track record of using process improvements and automation to gain service/capacity.
• Experience leading teams through high volume with changing priorities.

Aufgaben

• Own service quality, capacity, and performance across Customer Success and Matching.
• Build a focused improvement roadmap that balances process, technology, automation, and staffing. Partner across Product, Data, and Operations to test changes, measure results, and scale, adjust, or stop them based on what works.
• Own end-to-end customer matching operation with clear standards, ownership, and measures for speed, completion, and quality.
• Identify and implement process and technology improvements, partnering with Product when needed, to improve match quality, increase capacity, and reduce manual work.
• Own Customer Success operations across phone, email, SMS, and other channels. Set clear standards for service, quality, coverage, and capacity.
• Improve routing, handoffs, escalations, and documentation so work reaches the right owner and customers receive timely support.
• Use customer feedback and demand trends to guide process, technology, automation, and staffing decisions that improve quality and increase capacity.
• Lead, coach, and develop team leads and individual contributors. Set clear expectations, establish ownership and accountability, and address performance issues directly.

Kenntnisse

Customer operations

People leadership

Process improvement

Data-driven decisions

Cross-functional collaboration

Business judgment

Tools

HubSpot

Front

Five9

Jobbeschreibung

Clever Real Estate in the United States is seeking a hands-on Director of Customer Experience to lead Customer Success and Matching operations. You will own service quality, capacity, and performance, shaping an improvement roadmap and partnering with Product, Data, and Operations to scale with data-driven decisions.

You’ll lead managers and ICs, stay close to frontline work when needed, and build a high‑performing team that delivers seamless customer journeys across channels while driving