Agent Experience Manager: Elevate Client Success & Training

Compass; California, Northern (MO, KY); Hybrid; USD 44,000 - 47,000; Full time

Benefits offered by this job

Incentive programs (cash, equity, or–

Paid vacation

Holidays

Sick time

Parental leave

Recharge leave

Medical, dental, and vision

401(k) plan

FSAs

Commuter program

Life and disability insurance

Maven

Carrot (fertility benefits)

UrbanSitter

Employee Assistance Program

Pet insurance

Job summary

Compass helps real estate agents thrive with an end-to-end platform and dedicated support. Compass is seeking an Agent Experience Manager to be the first point of contact for agents joining, handling training on tools, marketing requests, and ongoing account management.

You will manage a portfolio of high-touch clients, promote technology adoption, provide marketing collateral, partner with Onboarding for smooth first weeks, and mentor junior staff while driving a constructive culture.

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 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.

Responsibilities

• Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, Zendesk tickets, and in-person meetings.
• Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, presenting at meetings, and conducting 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 Advisors for more complex support requests.
• Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass.
• This role is primarily responsible for ensuring a new customer’s first weeks and months at Compass are smooth and set them up for future success with the brokerage.
• 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, and providing coverage for front desk services when needed.
• Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change.

Skills

Customer service

Training

Office management

Hospitality

Operations

Tools

Zendesk

Salesforce

Confluence

Job description

Compass helps real estate agents thrive with an end-to-end platform and dedicated support. Compass is seeking an Agent Experience Manager to be the first point of contact for agents joining, handling training on tools, marketing requests, and ongoing account management.

You will manage a portfolio of high-touch clients, promote technology adoption, provide marketing collateral, partner with Onboarding for smooth first weeks, and mentor junior staff while driving a constructive culture.