Customer Support Product Jobs

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1mo ago

Senior Product Operations Associate

Compass New York, NY

New York, NY

1mo ago Closed

$32 - $41/hr Full time Collaboration Customer Experience Customer Service

This position is no longer accepting applications (closed Aug 2, 2026).

Job Description

Senior Product Operations Associate at Compass, onsite in New York, NY, with an hourly rate of $32-$41, focused on managing executive escalations, driving feature requests, and safeguarding a high quality customer experience in partnership with Product and Engineering.

Responsibilities

Oversee executive escalations and product related de-escalations to ensure timely and effective issue resolution, spanning account specific issues to product gaps.
Engage with customers and leadership after challenging support interactions to surface opportunities to improve the experience and reduce ticket volume.
Create and implement a playbook for handling executive escalations, including issue resolution steps and Learn from Reality (LFR) processes.
Lead bi weekly sessions with Product and Engineering to surface known issues needing prioritization for upcoming sprints.
Assist Product and Engineering in prioritizing high impact open bugs using Zendesk data and ensure prioritized JIRA tickets have due dates.
Coordinate all incoming feature requests from the community based on learnings from escalations, advocating for top requested features identified by feedback and Zendesk Explore dashboards.
Collaborate with Product and Engineering to identify key customer needs and participate in monthly meetings to drive bug delivery within agreed timelines.
Contribute to planning Product Release Testing and general releases, confirm supportability, and flag usability or adoption issues prior to launch through bug bashes and capturing user requirements.
Maintain support documentation within embedded product areas and partner with the Content team to ensure Knowledge Base coverage for new releases.
Support a high quality customer experience by handling Tier 1 product support questions on Slack, training Support Engineers on customer-facing tickets, and QA-ing tickets handled by Support Engineers for resolution quality and tone.

Requirements

Bachelor's degree or comparable work experience
3+ years in customer support, customer success, program management, or a related field
Proven track record of managing cross-functional projects and customer escalations
Strong analytical and problem solving skills with a data driven approach to decision making
Detail oriented platform thinker who can translate business objectives into actionable plans
Excellent communication and stakeholder management skills, with the ability to influence and align teams across the organization
Self starter who is comfortable with ambiguity and thrives in a fast paced, dynamic environment
Strong interpersonal skills, maintaining composure while troubleshooting and solving problems
Experience with JIRA, Zendesk, and other customer support tools
Ability to manage multiple projects concurrently and prioritize effectively
Attention to detail and a commitment to delivering high quality work
Self-motivated and resourceful, able to operate with a degree of independence
Prior knowledge or experience in residential real estate

Technologies

Zendesk
JIRA
Slack
Zendesk Explore

Benefits

Participation in incentive programs with potential cash, equity, or commissions
Paid vacation
Holidays
Sick time
Parental leave
Recharge leave
Medical benefits
Tele health benefits
Dental benefits
Vision benefits
401(k) plan
Flexible spending accounts (FSAs)
Commuter program
Life and disability insurance
Maven (support system for new parents)
Carrot (fertility benefits)
UrbanSitter (caregiver referral network)
Employee Assistance Program
Pet insurance

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