Agent Experience Manager

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

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/M&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).
• Plus paid vacation, holidays, sick time, parental leave, and recharge leave
• medical, tele-health, dental and 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 Principles and 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.

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