Remote Head of Customer Success & Matching Ops

Home Bay; United States; Remote; USD 150,000 - 175,000; Full time

Benefits offered by this job

Medical, dental, vision, and life ins.

PTO 18 days + 10 holidays

Learning budget

Remote workspace stipend

401(k)

Parental leave

Wellness support

Job summary

Clever Real Estate is seeking a hands-on Director to lead Customer Success and Matching operations across multiple channels, with a focus on scale, efficiency, and quality for our US-based remote team.

You will build leadership capability, establish robust processes, and partner with Product, Data, and Operations to drive measurable improvements in service quality and capacity while maintaining an exceptional customer experience.

Qualifications

• 10+ years in customer-facing operations with direct responsibility for service, quality, capacity, and performance.
• 3+ years in a people leadership role, with direct experience managing frontline individual contributors and managers, 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 the ability to make sound decisions using customer insights and imperfect data.
• A 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.

Responsibilities

• Own service quality, capacity, and performance across Customer Success and Matching. Establish clear measures and turn customer and performance insights into priorities and action.
• Build and manage 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 and improve the 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.

Skills

Customer-facing operations

People leadership

Operational strategy

Data-driven decision making

Cross-functional collaboration

Tools

HubSpot

Front

Five9

Job description

Clever Real Estate is seeking a hands-on Director to lead Customer Success and Matching operations across multiple channels, with a focus on scale, efficiency, and quality for our US-based remote team.

You will build leadership capability, establish robust processes, and partner with Product, Data, and Operations to drive measurable improvements in service quality and capacity while maintaining an exceptional customer experience.