About the position
Are you passionate about putting technology to work? Are you seeking a career that allows you to develop in one of the world's fastest growing companies, and to have a tremendous impact on that growth? Compass is looking for passionate, driven professionals with a strong technical aptitude and the ability to connect products and business to constantly improve the customer experience to join our Executive Escalations and Product Operations Team. The successful candidate will be at the center of our efforts to connect our world-class agents and technology. You will be responsible for managing executive escalations, driving feature requests, identifying top customer needs, managing cross-functional escalations, and ensuring a high-quality customer experience. This role is perfect for anyone interested in identifying our customers' needs and collaborating with our Product and Engineering teams, all to build the future of real estate together. This is an onsite role based out of our San Francisco office.
Responsibilities
- Manage executive escalations and product-based de-escalations to ensure prompt and effective issue resolution.
- Interface with customers and leadership following negative support interactions, and identify opportunities to enhance the customer experience and drive down ticket volume.
- Develop and implement a playbook for managing executive escalations, including issue resolution and LFR (Learn from Reality).
- Hold bi-weekly meetings with P&E (Product and Engineering) teams to raise known issues requiring prioritization for upcoming sprints.
- Help P&E prioritize high impact, open bugs using Zendesk ticket data and ensure all JIRA tickets that are being prioritized have due dates.
- Manage all incoming feature requests in the community based on learnings from escalations in meetings.
- Advocate for top-requested features identified by submitted feedback and Zendesk Explore dashboards.
- Identify top customer needs with P&E teams and attend monthly meetings to drive delivery of bugs according to agreed timelines.
- Participate in the planning of PRTs (Product Release Testing) and general releases.
- Ensure supportability and identify usability issues/adoption drivers prior to launch through bug bashes and flagging user requirements.
- Maintain support documentation in embedded product areas.
- Collaborate with the Content team to ensure all new product releases have comprehensive support documentation in the Knowledge Base.
- Ensure a high-quality customer experience by streamlining product support.
- Answer product support tier 1 questions on Slack.
- Train Support Engineers on customer-facing support tickets.
- QA tickets handled by SE for both resolution quality and tone.
Requirements
- Bachelor's degree or comparable work experience
- 3+ years of experience in customer support, customer success, or a related field
- Proven track record of managing customer escalations and cross-functional escalations
- Strong analytical skills and experience with data-driven decision-making
- Excellent communication and interpersonal skills
- Ability to maintain composure and customer focus while troubleshooting and problem solving
- Experience in customer service
- Experience with JIRA, Zendesk, and other customer support tools
- Ability to manage multiple projects simultaneously and prioritize effectively
- Attention to detail and a commitment to delivering high-quality work
- Self-motivated and resourceful, with an ability to operate fairly independently
- Prior knowledge or experience in residential real estate
Benefits
- Bonuses and restricted stock units may be provided as part of the compensation package
- Full range of benefits
