Full-Time

Customer Support Program Manager

Posted on 10/1/2024

Compass

Compass

10,001+ employees

Real estate technology platform for transactions

Enterprise Software
Real Estate

Compensation Overview

$79k - $118kAnnually

+ Bonuses + Restricted Stock Units

Junior, Mid

Los Angeles, CA, USA

This is an onsite-only role (no remote work available).

Category
Project Management
Customer Success & Support
Business & Strategy
Required Skills
Agile
Zendesk
JIRA
Data Analysis
Requirements
  • Experience leading continuous improvement initiatives related to support operations, or similar processes to the benefit of end customers.
  • Experience resolving customer-facing issues in partnership with product managers and/or engineers, leveraging software-based ticketing systems such as Zendesk, Jira, or similar.
  • Experience analyzing structured and unstructured datasets using advanced spreadsheet formulas and techniques.
  • Excellent problem solving, communication, and collaboration skills.
  • Fast learning self-starter who is technically skilled, open-minded, and willing to adapt to changing situations.
  • Bachelor’s degree in Information Technology, Operations Management, Communications, or equivalent.
  • Experience with process improvement modalities such as Six Sigma, Lean, Agile, etc., with the ability to integrate these approaches into defect reduction and escalation management strategies preferred.
  • This is an onsite-only role (sorry, no remote).
Responsibilities
  • Assist in the creation and execution of a roadmap to address support-wide improvements that deliver systemic solutions to escalated issues.
  • Design and implement a 24/7 escalations strategy that ensures continuous, gap-free coverage and a blue sky vision of flawless support.
  • Apply systems thinking to design and implement a comprehensive defect reduction program aimed at minimizing escalation rates.
  • Partner with P&E and Support Engineering to optimize and iterate on incident management processes, ensuring SLA adherence and timely customer and frontline communications.
  • Act as the primary liaison between Product Operations, Support Engineering, Support Accounts, and IT teams to drive alignment on escalation priorities and strategies.
  • Monitor and improve key support health metrics to evaluate efforts and provide regular reports on program outcomes.
  • Collaborate with leadership, support managers, regional leads, and other stakeholders to identify, define, and prioritize the problems they face.
  • Facilitate regular cross-functional meetings to discuss ongoing escalations, process improvements, and strategic initiatives.
  • Be the face of change management initiatives related to new processes, technologies, or strategies within support operations, ensuring smooth transitions and working with people managers to address pushback and resistance.
  • Identify potential risks associated with existing business processes and develop and implement strategies to mitigate them.
  • Provide thought leadership on escalation management and operational strategies.
  • Serve as a backup for senior IT and product support during technology/infrastructure incidents and outages. Flexibility for occasional after-hours or weekend commitments may be required, but this is not expected to be a regular responsibility.

Compass provides a platform that simplifies the process of buying and selling real estate. The platform integrates various tools and services that assist both real estate agents and their clients throughout the entire transaction workflow. Users can access features that enhance efficiency, making it easier to navigate the complexities of real estate transactions. Unlike traditional real estate firms, Compass leverages technology to create a more streamlined experience, which helps attract both agents and clients. The company's goal is to help individuals find their ideal homes while also supporting real estate professionals in their work.

Company Stage

IPO

Total Funding

$1.5B

Headquarters

New York City, New York

Founded

2012

Growth & Insights
Headcount

6 month growth

1%

1 year growth

9%

2 year growth

11%
Simplify Jobs

Simplify's Take

What believers are saying

  • Acquisition of @properties and Christie's enhances domestic and international growth opportunities.
  • AI-driven property valuation tools can improve pricing accuracy on Compass's platform.
  • Virtual reality tours can enhance Compass's platform offerings for remote property viewing.

What critics are saying

  • Integration challenges from recent acquisitions may lead to operational inefficiencies.
  • Rapid international expansion exposes Compass to unfamiliar regulatory environments.
  • Reliance on commission-based revenue makes Compass vulnerable to real estate market fluctuations.

What makes Compass unique

  • Compass offers a comprehensive end-to-end real estate platform for agents and clients.
  • The company leverages technology to streamline real estate transactions efficiently.
  • Compass operates in over 22 major U.S. regions, including New York and Los Angeles.

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