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.
The Listing Support team is responsible for triaging, escalating and resolving Tier-2 / 3 listings / data issues for Compass’ customers.
The team collaborates with Support Engineers to develop support strategies for new products and data feeds, and addresses customer pain points.
Through advanced tooling and troubleshooting, the Listing Support team focuses on communicating with our customers and internal stakeholders, while seeing problems through to resolution.
2.5-5 years of experience supporting customers with a data product or service.
Demonstrate deep customer empathy and obsess about resolving customer issues.
Excellent problem-solving, pattern identification and process documentation skills.
Strong written communication skills and can tailor them to the appropriate audience, whether writing a bug ticket for a Support Engineer or answering an urgent question from a high-touch customer.
Self-directed and thrive on independent work as well as collaborating on the team’s objectives. Experience working on distributed teams is a plus.
Knowledge on modern ticketing and issue tracking applications (e.g., Zendesk, Canny, OpsGenie, JIRA).
Flexible regarding working hours and willing to respond to crises during weekends.
Strong understanding of the real estate industry and the nuances of MLS and regional regulations is highly desired.
Open to work in rotational & night shifts.
Proficient in English both written & Verbal
Resolve escalated customer tickets related to data quality of listings / buildings pages using the Advanced Listing Editor (ADLE) and other internal tools.
Prioritize and manage several customer issues at one time.
Work directly with Support Engineers to create and maintain automated data anomaly detection systems.
Have a proactive approach and monitor system operations to detect potential problems and raise the appropriate service outage ticket to initiate the incident response process.
Create incident, service and change request tickets in JIRA, ZenDesk and / or OpsGenie.
Collaborate within P&E staff on AdHoc initiatives / projects to continually enhance the customer experience.
Author and maintain internal and customer-facing technical documentation by staying on top