Agent Experience Manager

Compass; Moorestown Township (NJ); On-site; USD 60,000 - 95,000; Full time

Job summary

Compass is seeking an Agent Experience Manager to be the first point of contact for agents joining the platform, handling onboarding, training, and ongoing support.

You will coordinate marketing collateral, provide 1:1 and group training, and partner with Onboarding on welcoming new customers. This in-office role supports office operations and cross-team collaboration at Compass.

Qualifications

• 2+ years in customer service, training, office management, hospitality, or operations.
• Previous experience in real estate a plus.
• Previous experience with live or remote training preferred.

Responsibilities

• Serve as day-to-day contact for high-touch customers via phone, email, and in-person meetings.
• Promote adoption of Compass technology with 1:1 support, strategic recommendations, and group training.
• Provide marketing support by creating collateral from templates and liaising with marketing for complex requests.
• Partner with Onboarding team on strategy and logistics for welcoming new customers to Compass.
• Support projects such as new office openings, national initiatives, and expansion/M&A activity.
• Collaborate with other team members and departments to champion questions and feedback on behalf of the agent.
• Welcome guests, answer office line, manage mail distribution, support office needs, and escalate facilities issues.

Skills

Customer service

Training

Office management

Hospitality

Operations

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 helping them understand Compass, training them 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.

Note: This role is 100% in-office out of our Moorestown (129 Chester Avenue) and Haddon (222 Haddon Avenue) offices.

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.s
• 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 the face of the office by welcoming guests, answering the office phone line, managing mail distribution, providing first-line support for office-related needs; assisting with the overall appearance and organization of the office, maintaining supply inventory, and escalating facilities issues

What We're Looking For:

• 2+ 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 preferred