Agent Experience Lead: Onboarding & Training

Compass; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Compass is seeking an Agent Experience Manager who will be the first point of contact for our agents, guiding them as their account manager after onboarding. You will support customers with Compass education, tool training, marketing requests, and ongoing account care.

You will manage a portfolio of high-touch agents, promote adoption of Compass technology, create templates for listings and postcards, and collaborate with marketing, onboarding, and other teams to ensure a world-class agent

Qualifications

• 2-3 years of experience in customer service, training, office management, hospitality, or operations.
• Strong problem-solving and analytical skills; able to adapt and propose solutions.

Responsibilities

• Manage a portfolio of high-touch customers as their day-to-day contact via phone, email, and in-person meetings.
• Promote adoption of Compass technology with 1:1 support, strategic recommendations, and group trainings.
• Provide marketing support by answering questions, creating collateral from templates (listings, postcards), and liaising with marketing specialists for complex requests.
• Partner with Onboarding team on strategy and logistics for welcoming new customers to Compass.
• Support ongoing projects like new office openings, national initiatives, and Expansion/M&A activity.
• Collaborate with team members and departments to champion questions and feedback on behalf of agents.
• Mentor Agent Experience Coordinators and manage escalations.

Skills

Problem solving

Customer service

Communication

Job description

Compass is seeking an Agent Experience Manager who will be the first point of contact for our agents, guiding them as their account manager after onboarding. You will support customers with Compass education, tool training, marketing requests, and ongoing account care.

You will manage a portfolio of high-touch agents, promote adoption of Compass technology, create templates for listings and postcards, and collaborate with marketing, onboarding, and other teams to ensure a world-class agent