Agent Experience Lead - In-Office Austin

urbancompass; Austin (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Incentives

Paid time off

Healthcare (medical/dental/vision)

401(k)

FSAs

Commuter benefits

Life & disability insurance

Maven (support for new parents)

Fertility benefits

UrbanSitter

Employee Assistance Program

Pet insurance

Job summary

Compass in Austin, TX is seeking an Agent Experience Manager to be the first contact for our customers and their ongoing account manager from day one.

You will train users on Compass tools, support marketing requests, and collaborate with onboarding and marketing teams to drive adoption and client success.

This in-office role requires 2–3 years in customer service or operations, strong communication, and a passion for real estate agents' growth.

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.

Responsibilities

• Manage a portfolio of high-touch customers as the day-to-day contact via calls, emails, and in-person meetings.
• Promote adoption of Compass technology with 1:1 support, strategic recommendations, and group trainings.
• Provide marketing support by creating collateral from templates and liaising with marketing specialists.
• Partner with Onboarding on strategy and logistics for welcoming new customers.
• Support ongoing projects such as new office openings, national initiatives, and Expansion/M&A activity.
• Collaborate with teams to champion questions and feedback on behalf of agents.
• Mentor Agent Experience Coordinator(s) and manage escalations.
• Be a culture carrier who inspires change and fosters engagement.

Skills

Customer service

Training

Office management

Hospitality

Operations

Interpersonal skills

Problem-solving

Communication

Tools

Zendesk

Salesforce

Confluence

Job description

Compass in Austin, TX is seeking an Agent Experience Manager to be the first contact for our customers and their ongoing account manager from day one.

You will train users on Compass tools, support marketing requests, and collaborate with onboarding and marketing teams to drive adoption and client success.

This in-office role requires 2–3 years in customer service or operations, strong communication, and a passion for real estate agents' growth.