Agent Experience Manager

Compass; Long Grove (IL); On-site; USD 38,000 - 43,000; Full time

Benefits offered by this job

Participation in incentive programs

Paid vacation, holidays, sick time,Par

Medical, tele-health, dental andVision

401(k)

FSAs

Commuter program

Life and disability insurance

Maven (new parent support)

Carrot (fertility benefits)

UrbanSitter (caregiver network)

Employee Assistance Program

pet insurance

Job summary

Compass is seeking an Agent Experience Manager in Illinois to be the first point of contact for our agents. You will manage a portfolio of high-touch customers, train on our tools, assist with marketing requests, and collaborate across teams to enhance agent success.

The role emphasizes 1:1 and group training, strategic guidance, and ongoing support for onboarding, office openings, and national initiatives. In-office presence and strong communication are essential.

Qualifications

• 2–3 years of experience in customer service, office management, hospitality or operations.
• Live or remote training experience is a plus.
• Experience with enterprise technology platforms (Zendesk, Salesforce, Confluence) is a plus.
• Ability to establish credibility with key agent decision-makers and influencers.

Responsibilities

• Serve as day-to-day contact for high-touch customers via phone, email and in-person meetings.
• Promote adoption of Compass technology and services with 1:1 support, strategic recommendations, and group training sessions.
• Provide marketing support by creating listing presentations, postcards and collateral; liaise with marketing specialists.
• Partner with Onboarding team on strategy and logistics for welcoming new customers to Compass.
• Support ongoing projects such as new office openings, national initiatives, and Expansion/M&A activities.
• Collaborate with team members and departments to champion questions and feedback for agents.
• Mentor Agent Experience Coordinators and manage escalations.
• Be a culture carrier who inspires and drives constructive change.

Skills

Customer service

Office management

Hospitality

Operations

Training (live/remote)

Zendesk

Salesforce

Confluence

Communication

Interpersonal skills

Attention to detail

Design eye

In-office presence

Light lifting 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, we envision a world where the experience of selling or buying a home is simple, efficient and pleasant for everyone. Founded in 2012, Compass provides an end-to-end platform that empowers residential real estate agents to deliver exceptional service to their seller and buyer clients, all in service of our mission to help everyone find their place in the world.

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, 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 listing presentations, postcards, and other collateral, 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

Job Skills & Requirements

• 2-3 Years of experience in customer service, office management, hospitality, or operations
• 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, connect well with others, and 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

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.

Compensation:

The base pay range for this position is $27.78-$30.87/hr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonuses and restricted stock units may be provided as part of the compensation package, in addition to a full range of benefits. Base pay is based on market location. We will always meet the minimum wage for the position.

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

Notice for California Applicants

Los Angeles County Fair Chance Notice