Agent Experience Manager

Compass, Inc.; Radnor (Delaware County); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Incentives

Paid vacation

Holidays

Sick time

Parental leave

Health benefits

401(k)

FSAs

Commuter program

Life insurance

Disability insurance

Maven

Carrot

UrbanSitter

EAP

Pet insurance

Job summary

Compass, Inc. seeks an Agent Experience Manager to be the first point of contact for new agents, guiding their journey with Compass. You will train on tools and programs, support marketing requests, and drive excellent service and adoption of Compass technology.

You will collaborate with Onboarding and other teams on strategy, logistics, and national initiatives, while mentoring junior staff and fostering a collaborative, customer-focused culture.

Qualifications

• 2–3 years of experience in customer service, training, office management, hospitality, or operations.
• Real estate experience is a plus.
• Event planning experience is a plus.
• Experience with live or remote training is a plus.
• Experience with enterprise technology (Zendesk, Salesforce, Confluence) is a plus.

Responsibilities

• Serve as day-to-day contact for questions and issues 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 specialists.
• Partner with Onboarding team for welcoming new customers to Compass.
• Support office openings, national initiatives, and Expansion/M&A activities.
• Collaborate with teams to relay questions and feedback from agents.
• Mentor Agent Experience Coordinators and manage escalations.
• Be a culture carrier and drive change with a positive approach.

Skills

Customer service

Training

Office management

Hospitality

Operations

Zendesk

Salesforce

Confluence

Communication

Relationship building

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.

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
• Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change

What We're Looking For:

• 2-3 years of experience in customer service, training, office management, hospitality, or operations
• Previous experience in real estate is a plus
• Previous experience in event planning is a plus
• Previous experience with live or remote training is a plus
• Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) is 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 to 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 Principlesand 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