Agent Experience Manager

Compass, Inc.; Austin (TX); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Paid vacation

Holidays

Sick time

Parental leave

Medical

Dental

Vision benefits

401(k) plan

Flexible spending accounts

Commuter program

Life and disability insurance

Pet insurance

Job summary

Compass, Inc. is hiring an Agent Experience Manager for 100% in-office work in Austin, TX. You will be the first contact for high-touch customers, manage their accounts, train on tools, support marketing requests, and coordinate with onboarding and expansion efforts.

You will promote Compass technology adoption, provide 1:1 and group instruction, and collaborate with multiple teams to ensure exceptional service and feedback loops for continuous improvement.

Qualifications

• Experience in customer service, training, office management, hospitality or operations.
• Experience with enterprise tools such as Zendesk, Salesforce and Confluence is a plus.
• Ability to train and support agents and manage relationships with stakeholders.

Responsibilities

• Serve as day-to-day contact for high-touch customers via phone, email and in-person meetings.
• Promote adoption of Compass technology and provide 1:1 and group training.
• Provide marketing support and coordinate with marketing specialists.
• Collaborate with Onboarding to welcome new customers to Compass.
• Support office openings, national initiatives and expansion activities.
• Collaborate across teams to relay agent feedback and escalate when needed.
• Mentor Agent Experience Coordinators and manage escalations.
• Maintain a positive culture and lead by example in implementing change.

Skills

Customer service

Training

Office management

Hospitality

Operations

Zendesk

Salesforce

Confluence

Relationship building

Communication

Tools

Zendesk

Salesforce

Confluence

Job description

At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we’re revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients.

Please note: this role is 100% in-office in Austin, TX

As an Agent Experience Manager you are the first person our customers meet when they join Compass and will be their account manager from that day forward. You will support our customers with everything including but not limited to understanding Compass, training on our tools and programs, assisting with marketing requests and more. As an AEM you are passionate about your customers and delivering a world class experience.

At Compass You Will:

• Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings

• Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions

• Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests

• Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass

• Support ongoing projects such as new office openings, national initiatives, and new Expansion/&A activity

• Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent

• Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations

• Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change

What We're Looking For:

• 2-3 years of experience in customer service, training, office management, hospitality, or operations

• Previous experience in real estate a plus

• Previous experience with live or remote training a plus

• Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus

• Passion for supporting and serving agents trying to grow their businesses

• The ability to establish credibility with key agent decision-makers and influencers

• Great listening skills, connects well with others, and is empathetic of the customer’s pain points

• A passion for creating community within a space; you encourage in-office interaction, bonding and engagement

• Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly

• Skilled communicator with great interpersonal skills, ability to build and manage relationships

• Meticulous attention to detail, highly organized

• Strong creative writing skills and eye for design

• Ability to work in the office during standard operating hours

• Ability to lift up to 25 lbs

Please note: this role is 100% in-office in Austin, TX

Perks that You Need to Know About:

• Participation in our incentive programs (which may include eligible cash, equity, or commissions).
• Paid vacation
• Holidays
• Sick time
• Parental leave
• Recharge leave
• Medical
• Tele-health
• Dental
• Vision benefits
• 401(k) plan
• Flexible spending accounts (FSAs)
• Commuter program
• Life and disability insurance
• Maven (a support system for new parents)
• Carrot (fertility benefits)
• UrbanSitter (caregiver referral network)
• Employee Assistance Program
• Pet insurance

Do your best work, be your authentic self.

At Compass, we believe that everyone deserves to find their place in the world — a place where they feel like they belong, where they can be their authentic selves, where they can thrive. Our collaborative, energetic culture is grounded in our Compass Entrepreneurship Principlesand our commitment to diversity, equity, inclusion, growth and mobility. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.

Notice for California Applicants

Los Angeles County Fair Chance Notice