Agent Experience Manager

Socket.dev; Denver (CO); On-site; USD 36,000 - 40,000; Full time

Benefits offered by this job

Incentive programs

Paid vacation and holidays

Healthcare benefits

401(k)

FSAs

Commuter program

Life and disability insurance

Maven support

Fertility benefits

Caregiver network

Employee Assistance Program

Pet insurance

Job summary

Compass is hiring an Agent Experience Manager to greet and onboard new clients, train on Compass tools, and coordinate marketing collateral to support seller and buyer clients. You will promote technology adoption and partner with onboarding for a smooth start.

Based in our Denver office, you will collaborate across teams to ensure exceptional service, handle escalations, and mentor junior staff while growing relationships with agents and leadership.

Qualifications

• 2-3 years of experience in customer service, training, office management, hospitality, or operations.
• Previous experience in real estate is a plus.
• Previous experience with live or virtual training is a plus.
• Experience with enterprise technology such as Zendesk, Salesforce, Confluence is a plus.
• Passion for supporting and serving agents trying to grow their businesses.
• Ability to establish credibility with key agent decision-makers and influencers.
• Great listening skills and empathy for customer pain points.
• Desire to foster community and in-office engagement.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication.

Responsibilities

• Manage a portfolio of high-touch customers as day-to-day contact across channels.
• Promote adoption of Compass technology with 1:1 support and group training.
• Provide marketing collateral and coordinate with marketing for complex requests.
• Partner with Onboarding on welcoming new customers.
• Support with office openings, national initiatives, and expansion/M&A activities.
• Collaborate with team members across departments and escalate as needed.
• Mentor Agent Experience Coordinators and handle escalations.

Skills

Customer service

Training

Office management

Hospitality

Operations

Live/virtual training

Agent support

Communication

Empathy

Creative writing

Detail-oriented

In-office presence

Physical lift 25 lbs

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.

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, 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

Please note: this role is 100% in-office in our Denver (DTC), CO location -- Ulster St.

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 virtual 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 to 25 lbs

Compensation:

The expected base pay for this position is $26.00-$29.00/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