Director of Customer Service Operations

Join our team as the Director of Customer Service Operations, where you will lead and improve our Customer Success and Matching operations. You will be responsible for service quality, capacity, and performance, and will work closely with cross-functional teams to implement process and technology improvements. You will also lead and develop your team, ensuring clear expectations and accountability.

About Clever

Experience leading teams through high volume and changing priorities while influencing senior leaders and cross-functional partners

Responsibilities

• Lead and manage the Customer Success and Matching teams, setting priorities and improving service quality, capacity, and performance.
• Develop and implement a focused improvement roadmap that balances process, technology, automation, and staffing to enhance customer experience.
• Establish clear measures for service quality and performance, using customer and performance insights to guide decision-making and action.
• You are a hands-on customer service and operations builder who can quickly understand a complex, evolving environment and turn the highest-impact opportunities into a focused roadmap. You combine sound judgment, customer insight, and data to improve service and capacity while building a team that can operate without depending on you
• A track record of using process improvements, technology, and automation to produce measurable gains in service quality or capacity

Requirements

• 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
• 10+ years in customer-facing operations with direct responsibility for service, quality, capacity, and performance
• 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
• Experience in real estate, proptech, or another technology-enabled service business is helpful. Familiarity with HubSpot, Front, or Five9 is a plus

Pay

USD 150,000 - 225,000