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.

Role Overview:

As the Senior Director, Customer Service & Support Operations, you’ll oversee centralized customer support/services teams, including Product Support, IT Support, and Onboarding, and build enablement functions to support these teams, including quality assurance, training, knowledge management/content strategy, and resource planning. You’ll be responsible for leading and scaling a high performing support organization. You are a natural self-starter, excited to manage and continue building world-class scalable operations at a high growth company. You will partner closely with Operations Leadership to develop and execute our customer support strategy and to ensure continuous improvement of the customer experience and operational excellence. 

At Compass You Will:

  • Oversee centralized customer support teams and third-party support team(s) 
  • Play a critical role making Compass’ National Support a premier customer service/experience team
  • Elevate customer experience as well as drive efficiencies and reduce cost to serve 
  • Operate with a deep, empathetic understanding of our customer (e.g., journey, friction points, behaviors)
  • Detect emerging trends in customer experience, drivers of customer action, change in the agent experience, and articulate those qualified insights across stakeholder groups for strategic action
  • Leverage data to identify opportunities and gaps in performance and coordinate actions across your leadership team to deliver improved results
  • Execute strategy at the customer contact level with consistency, course correct where needed, and proactively communicate outcomes to leadership and stakeholders
  • Manage teams to meet customer metrics -- e.g.,  Net Promoter Score, CSAT, Median Response and Resolution times, First Contact Resolution, Abandonment, etc. 
  • Continually retool operating plans across your teams to sharpen execution and elevate results
  • Create a high-performance culture of excellence 
  • Model servant leadership, change management, business ownership, brand guardianship
  • Inspire your senior leaders to be relentless advocates for the customer and employee
  • Champion individual and team development across your organization, build bench strength
  • Leverage business analytics and customer insights to identify/implement enterprise wide improvements
  • Partner with stakeholders to pilot new initiatives/opportunities, measure results, and optimize outcomes
  • Partner closely with Regional Leadership and functional leaders across Product, Engineering, Finance, Legal and Human Resources
  • Provide strong, low-ego leadership and bring passion to everything you do

Who you are: 

  • 8+ years of experience leading multi-channel (voice/chat/email) customer service/experience teams with experience in a fast-growth organization
  • Track record for building and growing world-class support organizations characterized by customer-centricity and high productivity
  • B2B experience at SaaS company ideal; real estate experience a plus
  • Experience managing third party support vendors 
  • Strong empathy for customers; employs a customer-backwards approach
  • Strong analytical skills; ability to interpret management intelligence and business intelligence to develop strategy and make recommendations
  • Employ a data-driven approach to managing team; track record of exceeding targets, KPI’s SLA’s
  • Strong understanding of business processes and implementation into enterprise applications
  • Acute attention to detail, allowing you to think big, adapt quickly, and act fast
  • Excellent leadership, management, and interpersonal skills; ability to inspire and motivate others 
  • High EQ; excels navigating highly collaborative and matrixed environment and leading with influence 
  • An ability to see around corners, analyze, and communicate competitor trends and opportunities
  • Thrives in a demanding, fast-paced environment
  • Excellent communication skills and presentation skills
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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