Agent Experience Lead — Customer Success & Training

Compass; Manhattan (KS); On-site; USD 60,000 - 90,000; Full time

Job summary

Compass is seeking an Agent Experience Manager to be the first point of contact for our customers and their ongoing account manager. You will train users, assist with marketing requests, and promote Compass technology while delivering a world-class agent experience.

You will manage a portfolio of high-touch clients, provide 1:1 and group trainings, and collaborate with onboarding, marketing, and other teams to drive adoption and customer success. Office-based role with in-person interactions.

Qualifications

• Experience with enterprise tech platforms (Zendesk, Salesforce, Confluence) is a plus.
• Ability to establish credibility with agent decision-makers and influencers.
• Strong writing, design eye, and attention to detail.
• Ability to lift up to 25 lbs.
• Experience with live or virtual training.
• 2-3 years in customer service, training, office management, hospitality, or operations.
• Passion for building community and engagement in an office space.
• Excellent listening and interpersonal skills.
• Real estate experience is a plus.

Responsibilities

• Be the first contact for Compass customers and manage their account from day one.
• Support customers with Compass training, marketing requests, and tool usage.
• Deliver world-class agent experiences and mentor AEMs.
• Manage a high-touch portfolio via phone, email, and in-person meetings.
• Promote Compass technology adoption with 1:1 and group trainings.
• Provide marketing collateral and liaison with marketing specialists.
• Partner with Onboarding to welcome new customers.
• Support office openings, national initiatives, and expansion activity.
• Collaborate across teams to champion agent feedback.
• Mentor Agent Experience Coordinators and manage escalations.

Skills

Customer service

Training

Office management

Hospitality

Communication

Problem-solving

Relationship building

Organization

In-person collaboration

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. You will train users, assist with marketing requests, and promote Compass technology while delivering a world-class agent experience.

You will manage a portfolio of high-touch clients, provide 1:1 and group trainings, and collaborate with onboarding, marketing, and other teams to drive adoption and customer success. Office-based role with in-person interactions.