Customer Success Specialist II (PropTech)

Location: Remote - US based

Salary: $54,000–$59,000 per year

Company

Clever is a venture-backed real estate technology company providing online education and services that simplify the process of buying, selling, and managing real estate.

What you will do

• Serve as the primary Tier 2 escalation point for complaints, disputes, and complex customer situations.
• Own escalated cases from intake through investigation, cross-team coordination, customer communication, resolution, and documentation.
• Mediate disputes between customers and agents in collaboration with Network Management.
• Monitor customer survey responses, follow up on negative experiences, and route feedback to the appropriate teams.
• Maintain accurate CRM tickets and support online review responses related to escalations.
• Build training guides and reference materials while reporting escalation trends and root causes to CX leadership.

Requirements

• 2+ years of experience in customer support, customer success, or customer service.
• Direct experience handling escalations or complex cases requiring multiple touchpoints.
• Experience in an omnichannel service environment including phone, text, email, and chat.
• Experience with CRM platforms and contact center software.
• Strong written and verbal communication, investigation, prioritization, and documentation skills.
• Ability to coordinate across teams and hold tasks accountable without direct authority.

Nice to have

• Real estate, mortgage, or proptech experience.
• Experience with HubSpot or Five9.
• Experience with review management, voice-of-customer programs, or customer surveys.
• Experience creating training materials, playbooks, or frontline scripts.
• Experience with regulated communications, TCPA, recorded calls, or disclosures.

Culture & Benefits

• Medical, dental, vision, and life insurance.
• 18 days of paid time off, increasing with tenure, plus 10 paid holidays.
• Annual professional development budget and paid tenure sabbaticals.
• Work-from-home stipend and Clever homeownership benefits.
• 401(k), 6–12 weeks of paid parental leave, and wellness benefits including counseling sessions.