Program Coordinator, Leads

Compass
United States
Workplace: OnsiteFull timeUSD 25 - 30 hourlyFunction: Executive & General ManagementSkills: ["Structured problem-solving","Written communication","Verbal communication","Pattern recognition","Operational accountability"]

Own the centralized intake and resolution of field-facing CIH Inventory & Leads inquiries, ensuring fast triage, clear communication, and consistent response frameworks. Identify recurring issues and systemic root causes, translating field pain into structured insights for Product, PMO, and leadership. Build and maintain a single source of truth knowledge base and escalation playbooks, driving improvement from reactive support toward self-service and proactive education while tracking SLA and quality metrics.

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FursaFursa
Compass
Compass
12 hours ago

Program Coordinator, Leads

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Canonical indexed version, validated from employer's careers page.

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 and resolution of field-facing CIH Inventory & Leads inquiries, ensuring fast triage, clear communication, and consistent response frameworks. Identify recurring issues and systemic root causes, translating field pain into structured insights for Product, PMO, and leadership. Build and maintain a single source of truth knowledge base and escalation playbooks, driving improvement from reactive support toward self-service and proactive education while tracking SLA and quality metrics.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management

Key Responsibilities

  • •Own centralized intake across inboxes, Slack channels, feedback loops, and escalations for CIH inventory and leads inquiries.
  • •Triage, prioritize, and resolve issues with urgency while enforcing response SLAs.
  • •Deliver consistent, actionable responses to agents and field leaders; standardize response frameworks to reduce variability.
  • •Identify recurring issues and translate field pain into structured insights for Product, PMO, and leadership; escalate clearly.
  • •Build and maintain a centralized knowledge base and single source of truth, including FAQs, templates, and escalation playbooks; partner to reduce inbound questions.

Pay and Benefits

Salary: USD 25 - 30 hourly
Perks:MedicalDentalVision401kPaid LeaveParental LeaveSick TimeRecharge LeaveHealth InsuranceCommuter BenefitsLife InsuranceDisability InsuranceEmployee AssistancePet InsuranceFertility Benefits

Key Requirements

  • •Highly structured operator who thrives in ambiguity and can bring order to complex systems.
  • •Exceptional written and verbal communicator who provides clear, concise, action-oriented responses.
  • •Strong pattern recognition and problem-solving skills to identify recurring issues and systemic gaps.
  • •Comfort managing high-volume inbound workflows while maintaining quality.
  • •Experience in real estate, marketplace operations, or support functions preferred.
Experience:Real estateMarketplace operationsSupport functions
Skills:Structured problem-solvingWritten communicationVerbal communicationPattern recognitionOperational accountability
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