Customer Success Specialist II

About the role

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.

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
• Create 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

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

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.

Benefits

• 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
• Contact 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.