Product Support Lead

COMPASS

Anywhere Remote only

Full time

Mar 14

This job is no longer accepting applications.

At Compass, we envision a world where the experience of selling or buying a home is simple and pleasant for everyone. Founded in 2012, Compass provides an end-to-end platform that empowers residential real estate agents to deliver exceptional service to their seller and buyer clients, all in service of our mission to help everyone find their place in the world.


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 Product Support Team.


You will be at the center of our efforts to connect our world-class agents and technology. Responsible for product support and elevating the voice of the customer, a Product Support Lead helps our agents adopt various tools to their business. 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.


At Compass You Will:


Be the subject matter expert in a suite of software tools to increase customers’ productivity 

Deliver an exceptional product support experience for agents across multiple channels, meeting or exceeding defined SLAs in Zendesk for Tier 2 tickets

Identify steps to reproduce novel and complex technical issues arising on the Compass platform 

Properly escalate tickets that require Support Engineering input and maintain strong communication across internal teams to ensure resolution for agents

Represent the voice of the customer and eliminate user friction by providing quantifiable and actionable product feedback and pain points to the Compass P&E and Leadership team

Partner with Product & Engineering to maintain robust internal documentation and supportability planning for all Compass tools, ensuring that all support staff can easily understand how our products work to provide appropriate educational opportunities and troubleshooting

Constantly look for opportunities for an agent to integrate a specific product into their workflow to deepen our product engagement through growing their business and creating value

Test new products and conduct early access testing with agents

Be the voice of the customer: collect insights from agents, identify patterns and themes, collaborate directly with our Product Marketing, Management, and User Experiences teams, and provide timely updates to agents to close the loop

Share expertise gained from both direct and indirect agent interactions with other staff supporting agent product adoption, such as Compass Academy and Product Marketing teams

Deepen our agents’ connection to Compass through thoughtful, empathetic support

What We’re Looking For:


B.A. or B.S. degree and 3+ years working in Product Support, Implementation, On-Boarding, Customer Success, or relevant field preferred

Troubleshooting experience with online software

Ability to work in a fast-paced setting

Ability to multitask (e.g. ability to chat with a customer while typing to research issues or reviewing documentation)

Ability to empathize with customers and collaborate with team members across the organization

Aptitude for acquiring skills in existing and new products and an eagerness to learn and stay up-to-date on your own

Ability to maintain composure and customer focus while troubleshooting and problem solving technical issues

Self-motivated and resourceful, with an ability to operate fairly independently

Ability to synthesize complex technologies into simple and digestible steps

Strong written communication skills

Love for working with people and a genuine desire to help agents grow their businesses

A combination of technical knowledge of products with the ability to persuade agents to use them

A Big Plus:


Knowledge of Zendesk, Intercom, Google suite, Atlassian tools (jira, confluence)

Knowledge of the Real Estate Industry

Do your best work, be your authentic self.

 

At Compass, we believe that everyone deserves to find their place in the world — a place where they feel like they belong, where they can be their authentic selves, where they can thrive. Our collaborative, energetic culture is grounded in our Compass Entrepreneurship Principles and our commitment to diversity, equity, inclusion, growth and mobility. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.

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