Agent Experience Lead — Training & Client Success

Compass, Inc.; Miami Beach (FL); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Participation in incentive programs

Paid vacation, holidays, sick time, &家

Medical, dental, vision benefits

401(k) plan

FSAs

Commuter program

Life and disability insurance

Parental support programs

Employee Assistance Program

Pet insurance

Job summary

Compass is seeking an Agent Experience Manager to act as the first point of contact for our agents in Miami Beach. You will train, support, and manage ongoing programs to help agents leverage Compass tools and services.

You will work closely with onboarding, marketing, and operations to ensure a world-class agent experience, in-office collaboration, and smooth daily office operations.

Qualifications

• 2-3 years of experience in customer service, training, office management, hospitality, or operations.
• Real estate experience a plus.
• Live or remote training experience a plus.
• Experience with enterprise tech (Zendesk, Salesforce, Confluence) a plus.
• Passion for supporting and serving agents growing their businesses.
• Ability to establish credibility with agent decision-makers.
• Great listening skills and empathy for customer pain points.
• Passion for creating community and in-office engagement.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Highly organized with meticulous attention to detail.
• Ability to work in the office during standard hours.
• Ability to lift up to 25 lbs.

Responsibilities

• Manage a portfolio of high-touch customers as day-to-day contact.
• Promote adoption of Compass technology with 1:1 and group training.
• Provide marketing support: collateral from templates and liaison to marketing specialists.
• Partner with Onboarding on strategy for welcoming new customers.
• Support ongoing projects: new offices, nationwide initiatives, expansion/M&A activity.
• Collaborate with teams to champion questions and feedback for agents.
• Welcome guests, answer phones, manage mail, and maintain office as needed.

Skills

Customer service

Training

Office management

Hospitality

Operations

Empathy

Relationship building

Communication skills

Attention to detail

Creative writing

Tools

Zendesk

Salesforce

Confluence

Job description

Compass is seeking an Agent Experience Manager to act as the first point of contact for our agents in Miami Beach. You will train, support, and manage ongoing programs to help agents leverage Compass tools and services.

You will work closely with onboarding, marketing, and operations to ensure a world-class agent experience, in-office collaboration, and smooth daily office operations.