We are looking for a highly organized and proactive Customer Service Manager to oversee and elevate the client experience across the entire customer journey — from new lead to closing and long-term follow-up. In this role, you will be responsible for managing communication, tracking follow-ups, and ensuring every lead and client is properly nurtured at each stage of the pipeline. From the moment a new inquiry comes in, to active transactions, to maintaining lifelong relationships after closing, you will ensure a seamless, consistent, and high-level experience. You will manage our CRM systems, monitor smart plans and automations, and hold team members accountable to service and communication standards — making sure no opportunity is missed and no client falls through the cracks. This is an exciting opportunity to step into a core operational leadership role within a systems-driven company that is redefining real estate through automation, accountability, and world-class service. If you thrive in fast-paced environments, love building and optimizing systems, and take pride in delivering a 5-star experience at every stage, this role offers strong growth potential and the chance to build something truly scalable. Responsibilities: • Oversee and manage the full client journey from new lead to closing and lifetime follow-up , ensuring a seamless experience at every stage • Monitor and manage CRM (Lofty) to ensure all leads and clients are properly tracked, assigned, and nurtured through smart plans • Ensure consistent communication with clients, including updates, check-ins, and follow-ups to maintain a 5-star experience • Hold agents and team members accountable for following up standards, task completion, and communication timelines • Identify and resolve gaps in the pipeline to prevent missed opportunities or client drop-off • Track and report daily performance metrics, including follow-ups, response times, and client engagement • Continuously improve systems, workflows, and automations to increase efficiency, conversion, and client satisfaction Qualifications: • 2+ years of experience in customer service, operations, or real estate (preferred but not required) • Strong organizational skills with the ability to manage multiple clients, tasks, and deadlines simultaneously • Excellent communication skills (written and verbal) with a focus on professionalism and clarity • Experience with CRM systems (Lofty, Follow Up Boss, Salesforce, etc.) or ability to quickly learn new technology • High level of accountability and ownership — you follow through and get things done without supervision • Detail-oriented with a systems-driven mindset and ability to identify and fix process gaps • Comfortable working in a fast-paced, performance-driven environment with clear expectations and metrics Compensation: $70,000

• Oversee and manage the full client journey from new lead to closing and lifetime follow-up, ensuring a seamless experience at every stage • Monitor and manage CRM (Lofty) to ensure all leads and clients are properly tracked, assigned, and nurtured through smart plans • Ensure consistent communication with clients, including updates, check-ins, and follow-ups to maintain a 5-star experience • Hold agents and team members accountable for following up standards, task completion, and communication timelines • Identify and resolve gaps in the pipeline to prevent missed opportunities or client drop-off • Track and report daily performance metrics, including follow-ups, response times, and client engagement • Continuously improve systems, workflows, and automations to increase efficiency, conversion, and client satisfaction