Remote Director - Customer Service & Matching Ops

Clever Real Estate; United States; Remote; USD 150,000 - 175,000; Full time

Benefits offered by this job

Salary

Benefits

PTO

Career growth

Sabbaticals

Remote workspace stipend

401(k)

Parental leave

Wellness

Job summary

Clever Real Estate is seeking a hands-on Director of Customer Service Operations to lead Customer Success and Matching across channels, owning service quality, capacity, and performance. The role emphasizes building scalable processes and close collaboration with product, data, and operations teams.

You will stay close to frontline work when needed, mentor managers and ICs, and drive a culture of ownership and continuous improvement while scaling the operation for high-volume demand.

Qualifications

• 10+ years in customer-facing operations with responsibility for service and performance.
• 3+ years in a people leadership role managing frontline staff and managers.
• Experience building/improving service operations, workflows, routing, and reporting.
• Strong business judgment and ability to act on customer insights and data.

Responsibilities

• Own service quality, capacity, and performance for Customer Success and Matching.
• Lead improvement roadmap balancing process, technology, automation, and staffing.
• Improve end-to-end matching operations with clear standards and measures.
• Improve routing, handoffs, escalations, and documentation for timely support.
• Guide staffing decisions using customer feedback and demand trends.

Skills

Customer operations leadership

People leadership

Data-driven decision making

Process improvement

High-volume operations

Tools

HubSpot

Front

Five9

Job description

Clever Real Estate is seeking a hands-on Director of Customer Service Operations to lead Customer Success and Matching across channels, owning service quality, capacity, and performance. The role emphasizes building scalable processes and close collaboration with product, data, and operations teams.

You will stay close to frontline work when needed, mentor managers and ICs, and drive a culture of ownership and continuous improvement while scaling the operation for high-volume demand.