Agent Experience Manager

Socket.dev; Danville (VA); On-site; USD 67,000 - 71,000; Full time

Benefits offered by this job

401(k) plan

FSAs (Flexible Spending Accounts)

Commuter program

Health benefits

Dental and vision benefits

Life and disability insurance

Pet insurance

Job summary

Compass is seeking an Agent Experience Manager to be the first point of contact for our customers and their ongoing account manager. You will support users with Compass tools, training, and marketing requests, while driving adoption and delivering world-class service.

You will mentor coordinators, collaborate across teams, and contribute to a positive culture as we expand services and open new offices nationwide.

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.
• Experience working with enterprise technology (Zendesk, Salesforce, Confluence) is a plus.
• Passion for supporting and serving agents growing their business.

Responsibilities

• Manage a portfolio of high-touch customers as their day-to-day contact via phone, email, Zendesk tickets, and in-person meetings.
• Promote adoption of Compass technology with 1:1 support, strategic recommendations, meetings, and group trainings.
• Provide marketing support by creating collateral and liaising with Marketing Advisors for complex requests.
• Collaborate with Onboarding to welcome new customers and ensure their first weeks are smooth.
• Support ongoing projects like new office openings and national initiatives.
• Work with teams to champion questions and feedback for agents.
• Mentor Agent Experience Coordinators and provide coverage for front desk when needed.
• Be a culture carrier and drive positive change within the team.

Skills

Customer service

Training

Office management

Hospitality

Operations

Zendesk

Salesforce

Confluence

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.

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, ZenDesk tickets, and in‑person meetings.
• Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, presenting at meetings, and conducting 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 Advisors for more complex support requests.
• Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass. This role is primarily responsible for ensuring a newcustomer'ss first weeks and months at Compass are smooth and set them up for future success with the brokerage.
• 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, and providing coverage for front desk services when needed.
• 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

Compensation:

The expected base pay for this position is $32.00 - $34.25 per per hour. This range reflects our good-faith estimate of what we intend to offer for this role at the time of posting. Final offers within this range will depend on job‑related factors such as experience, skills, and internal equity. Additional compensation elements, such as bonuses, commissions, or equity grants, may be available, along with a full benefits program. We remain committed to fair pay practices and compliance with all California transparency requirements.

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.

Notice for California Applicants

Los Angeles County Fair Chance Notice