Agent Experience Lead - Training & Success

Compass, Inc.; Radnor (Delaware County); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Incentives

Paid vacation

Holidays

Sick time

Parental leave

Health benefits

401(k)

FSAs

Commuter program

Life insurance

Disability insurance

Maven

Carrot

UrbanSitter

EAP

Pet insurance

Job summary

Compass, Inc. seeks an Agent Experience Manager to be the first point of contact for new agents, guiding their journey with Compass. You will train on tools and programs, support marketing requests, and drive excellent service and adoption of Compass technology.

You will collaborate with Onboarding and other teams on strategy, logistics, and national initiatives, while mentoring junior staff and fostering a collaborative, customer-focused culture.

Qualifications

• 2–3 years of experience in customer service, training, office management, hospitality, or operations.
• Real estate experience is a plus.
• Event planning experience is a plus.
• Experience with live or remote training is a plus.
• Experience with enterprise technology (Zendesk, Salesforce, Confluence) is a plus.

Responsibilities

• Serve as day-to-day contact for questions and issues via phone, email, and in-person meetings.
• Promote adoption of Compass technology with 1:1 support, strategic recommendations, and group training.
• Provide marketing support by creating collateral from templates and liaising with marketing specialists.
• Partner with Onboarding team for welcoming new customers to Compass.
• Support office openings, national initiatives, and Expansion/M&A activities.
• Collaborate with teams to relay questions and feedback from agents.
• Mentor Agent Experience Coordinators and manage escalations.
• Be a culture carrier and drive change with a positive approach.

Skills

Customer service

Training

Office management

Hospitality

Operations

Zendesk

Salesforce

Confluence

Communication

Relationship building

Tools

Zendesk

Salesforce

Confluence

Job description

Compass, Inc. seeks an Agent Experience Manager to be the first point of contact for new agents, guiding their journey with Compass. You will train on tools and programs, support marketing requests, and drive excellent service and adoption of Compass technology.

You will collaborate with Onboarding and other teams on strategy, logistics, and national initiatives, while mentoring junior staff and fostering a collaborative, customer-focused culture.