Director of Customer Experience

🚀 Job Title: Director of Customer Experience

🌍 Location: Remote (USA-based)

About Clever 🌟

Clever Real Estate is a venture-backed proptech company revolutionizing the way people buy, sell, and manage real estate. We combine cutting-edge technology with deep industry expertise to create seamless, efficient, and transparent real estate experiences.

We've built the leading online education platform in real estate and earned a perfect 5.0 TrustPilot rating—helping consumers save over $160 million in real estate fees. If you're excited to lead transformational initiatives and create best-in-class customer experiences at a fast-growing company, we’d love to hear from you!

Role Overview

We’re looking for a strategic, hands-on Director of Customer Experience to lead and scale a high-performing team focused on delivering a world-class, end-to-end journey for home buyers and sellers. You’ll oversee both our Home Concierge and Customer Success teams, ensuring clients are engaged, matched with the right agent, and supported throughout their experience.

This role combines operational leadership, frontline team development, and data-driven decision-making to drive conversion and customer satisfaction, while continuously optimizing the customer experience across both teams.

Key Responsibilities

• Partner with the VP of CX to execute a customer experience strategy that unifies two call center functions—sales and support—into one seamless, end-to-end journey.
• Lead the daily integration of sales and support teams, translating strategic goals into initiatives that drive engagement, retention, and conversion.
• Oversee the customer support and matching functions, ensuring a seamless handoff between intake and agent match while improving match quality through strong processes, data insights, and team coaching.
• Operationalize ongoing engagement strategies to ensure buyers and sellers are nurtured throughout their journey.
• Define, monitor, and act on key metrics—using data to identify trends, coach teams, and continuously improve performance.
• Build and continuously improve the systems, processes, and training infrastructure that support scalable, high-quality customer experiences.
• Lead initiatives that improve key customer satisfaction metrics—such as NPS and online reviews—by operationalizing customer feedback and driving frontline consistency.
• Partner cross-functionally with Product, Marketing, and Sales to ensure a cohesive and impactful customer journey.
• Build and empower a team of frontline leaders through intentional hiring, coaching, and performance development
• Collaborate with senior leadership on quarterly planning, reporting, and performance insights to inform prioritization.
• Lead change management efforts to align people, processes, and tools during team integration and broader CX transformation.

Ideal Candidate 🚀

You’re a strategic operator who knows how to lead from the front. You have a proven track record of developing frontline managers, optimizing call center performance, and executing high-impact initiatives that improve both customer experience and conversion. You’re equally comfortable coaching teams on the floor as you are presenting strategy and execution plans to senior leadership. You’re excited by the challenge of unifying teams, building new systems, and driving results in a fast-paced, remote-first startup environment.

You bring a sharp analytical mindset, deep experience in call center operations (both inbound and outbound), and the ability to lead organizational change with clarity and empathy. Whether it’s fine-tuning a script, optimizing a sales funnel, or analyzing NPS feedback—you’re hands-on, curious, and relentlessly focused on impact.

Ideal Qualifications 📝

• 5+ years of leadership experience in call center operations, customer experience, or concierge programs
• Proven experience managing managers and coaching frontline leaders in sales and/or customer service environments
• Proven track record of driving performance improvements and consistently hitting team KPIs
• Strong analytical skills with the ability to turn data into actionable insights
• Experience leading teams through organizational change and scaling operations
• Familiarity with call center technologies and customer engagement platforms (Five9 and/or HubSpot experience is a plus)
• Experience with capacity planning and workforce management for inbound and outbound teams
• Excellent communication and leadership skills, with the ability to influence cross-functional teams
• Comfortable working in a remote-first, fast-paced, high-growth startup environment
• Real estate or prop tech experience is a plus, but not required

What We Offer

💰 Base Salary: $120K–$135K

💵 Bonus OTE: $20K–$25K (up to $40K–$50K)

📈 Equity: Ownership opportunities included

🏥 Comprehensive Benefits: Medical, dental, vision, and life insurance

🌴 Paid Time Off: 18 days PTO (increases with tenure) + 10 paid holidays

💼 401(k) Plan: Retirement plan through Guideline

👶 Parental Leave: 6–12 weeks (based on tenure)

💙 Wellness Perks: 3 free counseling sessions & weekly optional meditation

Equal Employment Opportunity Employer Statement:

Clever Real Estate provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.