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Customer Support Manager

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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.

As an 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 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.

Please note: this role is 100% in-office in East Hampton, NY; the official job title for this role internally is Agent Experience Manager.

At Compass You Will:

Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings
Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests
Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass
Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity
Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent
Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations

What We're Looking For:

2-3 years of experience in customer service, training, office management, hospitality, or operations
Previous experience in real estate a plus
Previous experience with live or virtual training a plus
Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) 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 in the office during standard operating hours
Ability to lift up to 25 lbs

Compensation:

The base pay range for this position is $19.66-$29.47 per hour; 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 eligible cash, equity, or commissions). Plus paid vacation, holidays, sick time, parental 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.

Notice for California Applicants

Los Angeles County Fair Chance Notice

Compass Glassdoor Company Review

3.6

Compass DE&I Review

4.1

CEO of Compass

Robert Reffkin

Approve of CEO

Average salary estimate

$51050 / YEARLY (est.)

min

max

$40900K

$61200K

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What You Should Know About Customer Support Manager, Compass

At Compass, we believe that finding your place in the world is a fundamental need, and as a Customer Support Manager based in East Hampton, you'll be essential in making that a reality for our clients. In this role, known internally as an Agent Experience Manager, you will become the trusted contact for our customers, guiding them through their journey with Compass from day one. Your primary mission will be to provide exceptional support, whether it's helping clients understand our innovative technology, training them on our tools and programs, or assisting them with their marketing requests. You'll manage a portfolio of high-touch customers and be their go-to person for any queries, facilitating seamless communication via phone, email, or even in-person meetings. Not only will you promote the adoption of Compass technology, but you'll also collaborate with various teams, contributing to special projects and initiatives. This position is perfect for someone with a genuine passion for delivering superior customer service, and who excels at building relationships and creating community. If you have a knack for problem-solving, strong communication skills, and a positive demeanor, we’d love to have you on our team to help redefine the real estate experience at Compass.

Frequently Asked Questions (FAQs) for Customer Support Manager Role at Compass

What are the primary responsibilities of a Customer Support Manager at Compass?

As a Customer Support Manager at Compass, your role will encompass managing a portfolio of high-touch customers, providing day-to-day support through various communication channels, promoting Compass technology adoption, and offering marketing assistance. You will work closely with the Onboarding team to welcome new customers and collaborate on ongoing projects, ensuring that every client has a world-class experience.