Customer Support Program Manager
Company: Compass
Location: San Francisco
Posted on: October 21, 2024
Job Description:
At Compass, our mission is to help everyone find their place in
the world. Founded in 2012, we're revolutionizing the real estate
industry with our end-to-end platform that empowers residential
real estate agents to deliver exceptional service to seller and
buyer clients.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 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.Responsibilities:
- 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.Requirements:
- 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).The base pay
range for this position is $79,000-$118,000 annually; however, base
pay offered may vary depending on job-related knowledge, skills,
and experience. Bonuses and restricted stock units may be provided
as part of the compensation package, in addition to a full range of
benefits. Base pay is based on market location. Minimum wage for
the position will always be met.Perks that You Need to Know
About:Participation in our incentive programs (which may include
where eligible cash, equity, or commissions). Plus paid vacation,
holidays, sick time, parental leave, marriage leave, 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; and pet insurance.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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Keywords: Compass, Hayward , Customer Support Program Manager, Executive , San Francisco, California
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