Customer Success Manager, Compass
$26.00 - $29.50/hr + participation in our incentive programs
More information about location
5 days a week in office
Real estate technology platform
Open for applications
Real estate technology platform
1001+ employees
Open for applications
$26.00 - $29.50/hr + participation in our incentive programs
More information about location
5 days a week in office
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, hospitality, or operations
- Previous experience in real estate 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 autonomously and possesses a strong bias towards action
- Ability to work in the office during standard operating hours
- Ability to lift up to 25 lbs
What the job involves
- As a Customer Success Manager, AKA 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 managing the office, 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
- Be present in the office with a service-minded attitude as you field questions and resolve issues big and small via phone calls, emails, and in-person meetings
- Provide basic marketing support by answering questions, creating collateral from templates such as listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests
- Answer basic questions and troubleshoot issues related to technology/devices, conference room hardware, enterprise systems, etc
- Serve as the face of Compass by welcoming guests, managing mail distribution, facilitating in-office event setup, and providing first-line support for office-related needs; responsible for the overall appearance and organization of the office, maintaining supply inventory, and escalating facilities issues
- Provide ad-hoc administrative assistance as needed, such as sales meeting preparation, data entry, and office-wide communications
- Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
- Partner with the National Onboarding team on strategy and logistics for welcoming new customers to Compass
- Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent
- Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity
- Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change
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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