Customer Support Manager, Compass
The base pay range for this position is $19.66-$29.47 per hour
Office located in East Hampton, NY
Real estate technology platform
Be an early applicant
Real estate technology platform
1001+ employees
Be an early applicant
The base pay range for this position is $19.66-$29.47 per hour
Office located in East Hampton, NY
1001+ employees
Company mission
To help everyone find their place in the world.
Role
Who you are
- 2-3 years of experience in customer service, training, office management, hospitality, or operations
- Previous experience in real estate a plus
- Previous experience with live or virtual training a plus
- Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus
- Passion for supporting and serving agents trying to grow their businesses
- The ability to establish credibility with key agent decision-makers and influencers
- Great listening skills, connects well with others, and is empathetic of the customer’s pain points
- A passion for creating community within a space; you encourage in-office interaction, bonding and engagement
- Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly
- Skilled communicator with great interpersonal skills, ability to build and manage relationships
- Meticulous attention to detail, highly organized
- Strong creative writing skills and eye for design
- Ability to work in the office during standard operating hours
- Ability to lift up to 25 lbs
What the job involves
- As an Agent Experience Manager you are the first person our customers meet when they join Compass and will be their account manager from that day forward
- You will support our customers with everything including but not limited to understanding Compass, training on our tools and programs, assisting with marketing requests and more
- As an AEM you are passionate about your customers and delivering a world class experience
- Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings
- Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
- Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests
- Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass
- Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity
- Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent
- Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations
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
15% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jul 2019
$370m
SERIES G
Sep 2018
$400m
SERIES F
Total funding: $1.5bn
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 HQ
Midtown Manhattan, New York, NY
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.
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