Agent Experience Manager

Compass Real Estate - Peninsula; New York (NY); On-site; USD 35,817 - 44,083; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) plan with employer match

Paid vacation and holidays

Commuter benefits

Job summary

Compass Real Estate - Peninsula is seeking an Agent Experience Manager who will be the first point of contact for our customers and their ongoing account manager. You will help them understand Compass, train on our tools and programs, assist with marketing requests, and more.

Location: 100% in‑office at Midtown Office (10 East 53rd). This role focuses on supporting agents, driving technology adoption, and delivering tailored client experiences while mentoring junior staff.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Training

Office management

Hospitality

Operations

Tools

Zendesk

Salesforce

Confluence

Job description

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.

Location: 100% in‑office at Midtown Office (10 East 53rd).

Responsibilities

• 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.

Qualifications

• 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.

Compensation

The base pay range for this position is $26.00–$32.00 per hour; 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. Minimum wage for the position will always be met.

Benefits

• Participation in incentive programs (may include eligible cash, equity, or commissions).
• 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 (support system for new parents).
• Carrot (fertility benefits).
• UrbanSitter (caregiver referral network).
• Employee Assistance Program.
• Pet insurance.

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.

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Los Angeles County Fair Chance Notice