Agent Experience Manager

Socket.dev; Santa Monica (CA); On-site; USD 3,856,000 - 4,253,000; Full time

Benefits offered by this job

Participation in incentive programs

Paid vacation, holidays, sick time, p

Medical, dental, vision

401(k) plan

Flexible spending accounts

Commuter program

Life and disability insurance

Maven

Carrot fertility benefits

UrbanSitter

Employee Assistance Program

Pet insurance

Job summary

Compass is hiring an Agent Experience Manager in Santa Monica to be the first point of contact for high-touch customers. You will train on Compass tools, support marketing requests, and partner with onboarding for a smooth welcome.

The role emphasizes customer success, relationship building, and in-office collaboration; real estate experience is a plus, with strong communication and organizational skills highly valued.

Qualifications

• 1-3 years of experience in customer service, training, office management, hospitality, or operations
• Passion for supporting and serving agents trying to grow their businesses
• Great listening skills, empathetic to customer pain points
• Experience with enterprise tech (Zendesk, Salesforce, Confluence) is a plus

Responsibilities

• Manage a portfolio of high-touch customers as day-to-day contact
• Promote adoption of Compass technology with 1:1 support and group training
• Provide marketing support by creating collateral from templates
• Partner with Onboarding for welcoming new customers
• Support office openings, national initiatives, and Expansion/M&A activity
• Collaborate with teams to champion questions and feedback
• Mentor Agent Experience Coordinators and handle escalations

Skills

Customer service

Training

Office management

Hospitality

Operations

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.

This role is 100% in-office in our Santa Monica Office (2115 Main St).

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:

• 1-3 years of experience in customer service, training, office management, hospitality, or operations
• Passion for supporting and serving agents trying to grow their businesses
• Great listening skills, connects well with others, and is empathetic of the customer's pain points
• 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
• The ability to establish credibility with key agent decision-makers and influencers
• 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 expected base pay for this position is $27.79- $30.87 per hour. This range reflects our good-faith estimate of what we intend to offer for this role at the time of posting. Final offers within this range will depend on job-related factors such as experience, skills, and internal equity. Additional compensation elements, such as bonuses, commissions, or equity grants, may be available, along with a full benefits program. We remain committed to fair pay practices and compliance with all California transparency requirements.

Perks that You Need to Know About:

• Participation in our incentive programs (which 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 (a support system for new parents)
• Carrot (fertility benefits)
• UrbanSitter (caregiver referral network)
• Employee Assistance Program
• 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