Customer Success Specialist

Product & User Experience
Seattle

Customer Success Specialist

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.

You will be the founding member of the E3 Customer Support Team. This team will be responsible for educating, supporting, and communicating with Compass agents. The work starts the moment a customer decides they want to use one of our products, sticking with them every step of the way to ensure they get the most value from our product. This role is within the Ecosystem / Economics team, which owns Digital Ads, Sign Center, Gift Center, and Compass Payments. This opportunity is for someone who truly loves supporting agents and is looking for their next major growth opportunity. We are scaling rapidly and are looking for candidates that can work independently to trace and solve problems. 

In this role you will:

  • Communicate efficiently and effectively with our agents via Zendesk and occasional outbound phone support
  • Ensure that customers are satisfied with resolution of problems such that if they were placing an order they continue the order
  • Own all agent support communications from initial contact to resolution 
  • Be an expert on E3 products: what they are, how they work, and how agents can get the most value out of them
  • Ensure all agents have a great experience with our products - even when something doesn’t work the way it should
  • Use your keen knowledge of the agent experience to help identify issues and offer scalable program/product solutions 
  • Help document and offer self-service solutions for Agents be even more successful
  • Ensure CSAT, Time to Resolution, and other KPIs are maintained at or above targets 
  • Represent the voice of the customer to product and product marketing
  • Other duties as assigned 

Skills Required: 

  • Demonstrated passion for talking to customers all day, every day 
  • Excitement for making agents lives easier with the help of technology
  • The ability to explain complex topics in easy to understand and concise language 
  • Great at problem solving, with excellent communication and writing skills
  • The ability to rapidly switch gears while retaining focus on the bigger picture
  • Ambition, eagerness and the will to learn and improve upon your own skills

Bonus Skills:

  • Previous experience in customer experience or support
  • Experience developing support resources or new processes
  • Basic understanding of web technologies (HTML, CSS, JavaScript, APIs)
  • An understanding 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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Office

Seattle
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