Agent Experience Manager

Compass; Jacksonville (MD); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Incentive programs (cash/equity/commis

Paid vacation

Holiday leave

Sick time

Parental leave

Recharge leave

Medical insurance

Dental and vision

401(k) plan

FSAs

Commuter program

Life and disability insurance

Maven

Carrot fertility benefits

UrbanSitter

Employee Assistance Program

Pet insurance

Job summary

Compass is seeking an Agent Experience Manager to be the first point of contact for our customers, guiding them through training, marketing support, and ongoing account management. You will drive adoption of Compass tools and collaborate with multiple teams to ensure world-class service for real estate agents.

Based 100% in-office at our Jackson, WY location, you will mentor junior team members, manage escalations, and contribute to national initiatives and new market openings.

Qualifications

• 2-3 years in customer service, training, office management, hospitality, or operations.
• Experience training customers (live or virtual) a plus.
• Experience with enterprise tech tools (Zendesk, Salesforce, Confluence) a plus.

Responsibilities

• Serve as day-to-day contact for high-touch customers via phone, email, and in-person meetings.
• Promote adoption of Compass technology through 1:1 and group trainings.
• Provide marketing support by creating collateral from templates and liaising with marketing for complex requests.
• Collaborate with Onboarding team on welcome strategy and logistics for new customers.
• Support national initiatives, new office openings, and Expansion/M&A activities.
• Work cross-functionally to address agent needs and feedback.
• Mentor Agent Experience Coordinator(s) and manage escalations.

Skills

Customer service

Training

Interpersonal skills

Communication

Detail-oriented

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.

Please note: this role is 100% in-office in our Jackson, WY office (80 West Broadway).

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

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 up to 25 lbs

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; and 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