Customer Success Specialist II

Remotemid

Customer SuccessCustomer Success Specialist

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Quick Summary

Key Responsibilities

investigation, cross-team coordination, follow-up communication, and final documentation Handle inbound and scheduled calls from customers dealing with complaints, disputes,

Requirements Summary

Real estate, mortgage, or proptech experie

Technical Tools

Customer SuccessCustomer Success Specialist

Responsibilities

~1 min read

→Can de-escalate an upset customer and stay steady in sensitive conversations without over-validating or taking undue blame
→Runs multiple open cases at once and knows how to prioritize by severity and urgency
→Digs into a problem rather than passing it along; comfortable investigating across systems to find what actually happened
→Strong written and verbal communication, with judgment about which channel a situation calls for
→Disciplined about documentation. Every case has a clean record without being chased for it
→Works well across teams and can hold other people's tasks accountable without authority over them
→Uses AI tools in their own work and is open to new ones
→Genuinely cares about the customer's experience as the goal, not just closing the ticket

Requirements

~1 min read

2+ years in customer support, customer success, or customer service
Direct experience handling escalations or complex cases that take more than one touchpoint to resolve
Experience in an omnichannel service environment (phone, text, email, chat)
Experience with CRM platforms (HubSpot a plus) and contact center software (Five9 a plus)
Comfortable gathering and working through large amounts of information to reach a resolution

Nice to Have

~1 min read

Real estate, mortgage, or proptech experience
Experience with review management, VOC programs, or customer surveys
Experience building training materials, playbooks, or scripting for a frontline team
Experience with regulated communications (TCPA, recorded calls, disclosures)
Contact center experience in a high-growth or startup environment

What We Offer

~1 min read

💰 Salary: $54,000-59,000 salary

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

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

📚 Professional Development: Annual budget for learning and career growth

🏝️ Tenure Sabbaticals: Paid sabbaticals to celebrate major milestones

🏡 Clever Product Benefit: Exclusive access to Clever homeownership perks

🖥️ Work-From-Home Stipend: Support for your remote workspace

💼 401(k): Retirement plan administered through Guideline

👶 Parental Leave: 6–12 weeks of paid parental leave

💙 Wellness Benefits: Free counseling sessions and optional weekly meditation

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.