Program Coordinator, Leads

Compass
United States
Workplace: OnsiteFull timeUSD 25 - 30 hourlyFunction: Executive & General ManagementSkills: ["Communication","Problem-solving","Pattern recognition","Operational accountability","Ownership"]

Own the centralized intake, triage, and resolution of field-facing CIH inventory and leads inquiries, ensuring clear communication and adherence to response SLAs. Transform recurring issues into structured insights through pattern recognition and escalation to Product, PMO, and leadership. Build and maintain a single source of truth knowledge base (FAQs, templates, playbooks) and partner with field enablement to shift from reactive support to self-service and proactive education while tracking success metrics.

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FursaFursa
Compass
Compass
12 hours ago

Program Coordinator, Leads

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Own the centralized intake, triage, and resolution of field-facing CIH inventory and leads inquiries, ensuring clear communication and adherence to response SLAs. Transform recurring issues into structured insights through pattern recognition and escalation to Product, PMO, and leadership. Build and maintain a single source of truth knowledge base (FAQs, templates, playbooks) and partner with field enablement to shift from reactive support to self-service and proactive education while tracking success metrics.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Entry level

Key Responsibilities

  • •Own centralized intake for agent and field inquiries related to CIH inventory and leads across inboxes, Slack channels, feedback loops, and escalations.
  • •Triage, prioritize, and resolve issues with urgency; maintain and enforce response SLAs (same-day where possible).
  • •Provide clear, actionable, and consistent responses to agents and field leaders and ensure appropriate visibility to RVPs, Sales Managers, and Agent Experience partners.
  • •Identify recurring issues and systemic gaps by categorizing inbound volume into actionable themes, and escalate with clarity while separating noise from signal.
  • •Build and maintain a centralized knowledge base/SSOT (FAQs, response templates, escalation playbooks) and refine documentation based on real-world usage to drive self-service and proactive education.

Pay and Benefits

Salary: USD 25 - 30 hourly
Perks:MedicalDentalVision401kPaid LeaveParental LeavePet Insurance

Key Requirements

  • •Highly structured operator who thrives in ambiguity and can bring order to complex systems.
  • •Exceptional written and verbal communication skills with clear, concise, action-oriented responses.
  • •Strong pattern recognition and problem-solving skills to identify recurring issues and root causes.
  • •Comfort managing high-volume workflows while maintaining quality and urgency in triage and resolution.
  • •Experience in real estate, marketplace operations, or support functions preferred.
Experience:Real estateMarketplace operationsSupport
Skills:CommunicationProblem-solvingPattern recognitionOperational accountabilityOwnership
Languages:English

Company Brief

Compass
A technology-driven real estate brokerage that combines a consumer-facing platform with agent tools and marketplace services to help clients buy, sell, and rent residential properties across the United States.
Industry: PropTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2012
WebsiteLinkedIn