Director of Customer Service Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of service quality, capacity, and performance within Customer Success and Matching.

• Develop metrics and translate customer and performance insights into prioritized actions.

• Create and oversee an improvement roadmap that balances process, technology, automation, and staffing.

• Collaborate with Product, Data, and Operations to test, measure, scale, modify, or discontinue changes based on outcomes.

• Manage and enhance the complete customer matching operation.

• Enhance match quality, boost capacity, and minimize manual tasks.

• Oversee Customer Success operations across various channels, including phone, email, SMS, and more.

• Streamline routing, handoffs, escalations, and documentation processes.

• Utilize customer feedback and demand patterns to inform operational decisions.

• Lead, mentor, and develop team leads and individual contributors.

• Establish expectations, accountability, and address performance challenges.

• Enhance hiring and onboarding processes, team routines, documentation, and backup coverage.

• Personally manage customer interactions and matching tasks during staffing shortages, urgent matters, or critical learning phases.

• Report directly to the Vice President of Customer Experience.

⛳️ Requirements

• Over 10 years of experience in customer-facing operations with direct oversight of service, quality, capacity, and performance.

• At least 3 years in a leadership role overseeing people.

• Proven experience managing frontline individual contributors and managers.

• Background in developing leaders, addressing performance issues, and engaging in frontline work.

• Experience in building or enhancing service operations, including workflows, ticketing, routing, escalations, documentation, onboarding, and reporting.

• Strong business acumen with the capability to make informed decisions using customer insights and incomplete data.

• Proven track record of leveraging process improvements, technology, and automation to achieve measurable enhancements in service quality or capacity.

• Experience guiding teams through high volumes and shifting priorities while influencing senior leaders and cross-functional collaborators.

• Background in real estate, proptech, or another technology-driven service industry is advantageous.

• Familiarity with HubSpot, Front, or Five9 is a plus.

🏝️ Benefits

• Medical, dental, vision, and life insurance.

• 18 days of paid time off (PTO), increasing with tenure.

• 10 paid holidays.

• Annual budget dedicated to learning and career development.

• Paid sabbaticals based on tenure.

• Exclusive access to Clever homeownership benefits.

• Work-from-home stipend.

• 401(k) retirement plan managed through Betterment.

• 6–12 weeks of paid parental leave.

• Free counseling sessions.

• Optional weekly meditation sessions.