Customer Success Specialist II

Customer Success Specialist II 🌍 Location: Remote - US Based 💰 Salary: $54,000-59,000 salary About Clever Clever is a venture-backed real estate technology company on a mission to revolutionize the way people buy, sell, and manage real estate. We are at the forefront of innovation, combining 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 4.9 TrustPilot rating with over 3,800 reviews - helping consumers save over $210 million in real estate fees. If you're excited to play a key role at a company that transforms how people navigate their real estate journey, we’d love to hear from you! Role Overview We're hiring a Customer Success Specialist II to serve as the dedicated Tier 2 escalation point in our CX organization. You'll report to our Director of Customer Experience and work closely with our Home Concierge team, Customer Success Specialist I team, and Network Management. This role owns the most difficult customer situations we see. When a customer has a complaint, a dispute with an agent, or a problem too complex for our frontline teams to resolve in a single interaction, it comes to you. You'll own those cases end to end: investigate, coordinate across teams, communicate with the customer, and drive to resolution. This is an individual contributor role with real influence. Beyond direct escalation work, you'll define what qualifies for escalation, build the reference materials that help our Tier 1 teams resolve more on their own, and surface the trends leadership needs to see. It's a strong fit for an experienced support professional who wants ownership and impact without moving into people management. Key Responsibilities Serve as the primary Tier 2 escalation point for customer issues that exceed the scope of our Tier 1 teams Own escalated cases from intake through resolution: investigation, cross-team coordination, follow-up communication, and final documentation Handle inbound and scheduled calls from customers dealing with complaints, disputes, or complex situations that require experienced intervention Mediate and resolve disputes between customers and agents, collaborating with our Network Management team Draft and send escalation-related emails where written communication resolves the situation more effectively than a call Monitor all customer survey responses, follow up with customers reporting a negative experience, and route feedback to the right teams Create and manage tickets in our CRM for all escalated work, maintaining a clean and auditable record Support the Director of CX on online review response: drafting replies, flagging reviews that need attention, and closing the loop when a review ties back to an escalation Build light training guides and reference materials from common escalation scenarios Provide ongoing feedback to CX leadership on escalation trends and where Tier 1 teams could be better equipped Support recurring and one-off strategic initiatives as assigned What Success Looks Like: In 3 Months… You own the full escalation pipeline. You're comfortable de-escalating upset customers, you coordinate across teams and hold assigned tasks accountable to completion, and your case documentation is clean and current. In 6 Months… Escalation volume per deal is trending down because you've fixed root causes, not just symptoms. NPS is holding or growing against our 80+ target on a trailing 90-day basis, our 5-star review rate is held or improved, and you've documented playbooks for our standard escalation types. In 12 Months… There's no escalation you're not comfortable taking, and you know the playbook to resolve it. Tier 1 teams are resolving a wider range of issues before escalation because of the guides and guidance you've built. You're trusted as the person who takes the hardest customer situations and makes them right. Ideal Candidate 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 Qualifications 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 Bonus Points: 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 💰 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 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.