Agent Experience Lead, Client Success & Training

Compass; Darwin; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Comprehensive benefits

401(k) plan

Commuter program

Pet insurance

Paid vacation & holidays

Parental leave

Maven & Carrot programs

Life and disability insurance

Job summary

Compass is seeking an Agent Experience Manager to be the first point of contact for our customers and their ongoing account manager, guiding them through Compass tools and programs with 1:1 training and marketing support.

This 100% in-office role at our Coconut Grove Office emphasizes relationship-building, onboarding collaboration, and delivering world-class service to real estate agents.

Qualifications

• 2-3 years of experience in customer service, training, office management, hospitality, or operations.
• Previous real estate experience is a plus.
• Experience with live or remote training is a plus.
• Experience with enterprise technology (Zendesk, Salesforce, Confluence) is a plus.
• Passion for supporting and serving agents to grow their business.
• Ability to establish credibility with key agent decision-makers and influencers.
• Excellent listening, communication, empathy, and relationship-building skills.
• Strong organizational skills and attention to detail.
• Willingness to work in the office during standard operating hours and lift up to 25 lbs.

Responsibilities

• Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings.
• Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions.
• Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests.
• Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass.
• Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity.
• Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent.
• Serve as the face of the office by welcoming guests, answering the office phone line, managing mail distribution, providing first-line support for office-related needs; assisting with the overall appearance and organization of the office, maintaining supply inventory, and escalating facilities issues.

Skills

Customer service

Training

Office management

Hospitality

Operations

Tools

Zendesk

Salesforce

Confluence

Job description

Compass is seeking an Agent Experience Manager to be the first point of contact for our customers and their ongoing account manager, guiding them through Compass tools and programs with 1:1 training and marketing support.

This 100% in-office role at our Coconut Grove Office emphasizes relationship-building, onboarding collaboration, and delivering world-class service to real estate agents.