Agent Experience Lead: Client Success & Training

Compass; Potomac (MD); On-site; USD 39,000 - 43,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) plan

Paid vacation and holidays

Commuter program

Pet insurance

Bonuses/Equity opportunities

Job summary

Compass seeks an Agent Experience Manager to be the first point of contact for agents, handling onboarding, training on Compass tools, and marketing requests. This role focuses on delivering a world-class client experience, working in-office at Chevy Chase, and collaborating across teams to ensure agent success.

The position emphasizes facilitating 1:1 and group trainings, developing collateral, and supporting new office openings and national initiatives.

Qualifications

• 2–3 years of experience in customer service, training, office management, hospitality, or operations.
• Experience with live or remote training is a plus.
• Experience with enterprise tech like Zendesk, Salesforce or Confluence is a plus.
• Passion for supporting and serving agents to grow their businesses.
• Ability to establish credibility with agent decision-makers.
• Strong listening, communication, and empathy.

Responsibilities

• Serve as day-to-day contact for high-touch customers via phone, email, and in-person meetings.
• Promote adoption of Compass technology with 1:1 and group training sessions.
• Provide marketing support by creating collateral from templates and liaising with marketing specialists.
• Partner with Onboarding team on strategy and logistics for welcoming new customers.
• Support office openings, national initiatives, and Expansion/M&A activity.
• Collaborate with teams to champion questions and feedback for agents.
• Serve as the face of the office by welcoming guests, answering the office line, handling mail, and organizing the office.

Skills

Customer service

Training

Office management

Hospitality

Operations

Communication

Tools

Zendesk

Salesforce

Confluence

Job description

Compass seeks an Agent Experience Manager to be the first point of contact for agents, handling onboarding, training on Compass tools, and marketing requests. This role focuses on delivering a world-class client experience, working in-office at Chevy Chase, and collaborating across teams to ensure agent success.

The position emphasizes facilitating 1:1 and group trainings, developing collateral, and supporting new office openings and national initiatives.