Concierge Supervisor

Location:

Remote (United States)

Compensation: $60,000 base, $75,000-$90,000 OTE

Reports to:

Manager, Home Concierge

Direct reports:
Approximately 15 Home Concierge Specialists

Schedule:

Our team supports customers 7 days a week across morning and evening shifts. This role will include periodic weekend shifts as part of a rotating team schedule.

Clever Real Estate helps people make confident decisions when buying or selling a home. Since 2017, we have helped more than 30,000 families buy or sell a home. We have saved consumers more than $210 million in real estate fees. The company has posted nine consecutive years of revenue growth. Our Home Concierge team is often the first human connection a customer has with Clever.

The quality of that conversation shapes what happens next.

The Home Concierge Supervisor leads a team of approximately 15 specialists who speak with prospective home buyers and sellers. The team works in a high-volume, primarily outbound contact center environment, with specialists typically making 80+ dials per day. They learn what each customer needs, explain how Clever can help, and guide qualified customers to the next step of getting matched with a real estate agent.

This is a frontline sales leadership role. Your primary job is to improve your team's performance. You will spend much of your time listening to calls, preparing and delivering coaching, setting clear expectations, and following through on performance. You will also keep the team running day-to-day by handling attendance, schedule changes, questions, and customer escalations.

Success is measured by your team's performance and growth. You will be expected to understand the numbers, identify the behaviors behind them, and help each person improve through specific, consistent coaching.

• Hold a weekly coaching session with each Home Concierge focused on their continued development and improvement.
• Listen to live and recorded calls each week and use specific moments from those calls to coach better sales behaviors.
• Turn call-quality feedback and performance data into one or two clear priorities for each person, then follow up to confirm that the behavior has changed.
• Maintain a development plan for every team member, including strong performers who are ready for a larger challenge.

• Own your team’s performance across sales conversion, customer outcomes, call quality, productivity, attendance, and schedule adherence.
• Use call observations and performance data to understand why results are moving, then choose the right coaching or performance action.
• Share a clear performance read with the Home Concierge Manager, including what is improving, what is off track, and what you are doing next.

• Set clear expectations and give direct feedback early, before a small issue becomes a larger one.
• Recognize strong performance and reinforce the behaviors that produced it.
• Lead performance improvement plans when needed, with timely documentation and support from the Home Concierge Manager.
• Make fair, well-supported recommendations when performance does not improve.

• Run a weekly team meeting that keeps priorities clear, shares useful coaching, and recognizes progress.
• Handle attendance questions, schedule exceptions, shift swaps, time-off requests, and overtime approvals for your team in accordance with department guidelines.
• Serve as the first point of contact for specialist questions and customer escalations.
• Lead consistently across different shifts, time zones, and a team that may include both employees and contractors.
• Receive new hires after formal training and own their coaching, confidence, and…