Customer Support Program Manager, Compass
$79-118k
5 days a week in office
Real estate technology platform
Open for applications
Real estate technology platform
1001+ employees
Open for applications
$79-118k
5 days a week in office
1001+ employees
Company mission
To help everyone find their place in the world.
Role
Who you are
- 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)
What the job involves
- The Support Escalations Program Manager will be the driving force behind Compass’ support escalation strategy, ensuring that both customer and staff problems are rapidly addressed with a high-touch and a white glove
- This strategic role requires a systems thinker who can bring a data-driven and customer-centric approach to our escalation response plans
- You will work closely with Product Operations, Support Engineering, and IT managers to create and implement strategies to enhance the escalated support experience, reduce defects in lower tiers, and improve responsiveness and quality metrics
- 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
Our take
Compass uses an AI-driven platform to smooth out and speed up the process of buying, selling, or renting property. It functions much like a traditional broker, but employs tech to reduce the time, uncertainty, cost and friction of transactions for buyers, sellers & agents.
It's disrupting a sector so far largely averse to tech innovation, allowing users to close deals in less time than the industry average of 30-45 days. Compass is now the largest independent real estate brokerage in the USA, with over 29,000 agents nationwide.
Despite being a leading residential brokerage and competing well, Compass has remained unprofitable. While the company is replanning its cost structure to be profitable over the next year, it announced its third round of payoffs in early January 2023. Its profit-generating plans include expanding into mortgages, escrow & title services.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 10 rounds)
Nov 2019
$500m
SERIES G
Jul 2019
$370m
SERIES G
Total funding: $2.0bn
Company benefits
- Flexible Working
- Work From Home Opportunities
- Paid Vacation, Holidays, Sick Time
- Paid Parental, Marriage, and Recharge Leave
- Medical, Tele-Health, Dental and Vision Benefits
- 401(k) Plan
- Flexible Spending Accounts (FSAs)
- Commuter Program
- Life and disability insurance
- Maven (a support system for new parents)
- Carrot (fertility benefits)
- UrbanSitter (caregiver referral network)
- Employee Assistance Program
- Pet Insurance
Company values
- Dream big
- Move fast
- Learn from reality
- Be solutions-driven
- Obsess about opportunity
- Collaborate without ego
- Maximise your strength
- Bounce back with passion
Company HQ
Midtown Manhattan, New York, NY
Articles
Leadership
Robert Reffkin
(CEO)After 2 years at McKinsey, Robert worked as a Lazard Associate and White House Fellow. They joined Goldman Sachs in 2006, where they worked as VP of Principal Investment before leaving in 2012 to found Compass. Alongside this, Robert ran 50 marathons in 50 states to raise $1 million dollars for for youth education and enrichment programs.
People progressing
Neda joined Compass in 2018 as Chief of Staff to the CEO after a year at Sidewalk Labs. Following 4 months as Secretary to the Board, in April 2019 they were promoted to President of Compass East Division, and in January 2022 President of US Division.
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