Agent Experience Manager — In-Office Real Estate Tech

Compass; Laurel (MD); On-site; USD 39,000 - 43,000; Full time

Benefits offered by this job

Incentive programs

Paid time off

Medical benefits

Dental & vision

401(k)

FSAs

Commuter benefits

Life and disability insurance

Maven support

Parental leave

Pet insurance

Job summary

Compass in Ellicott City seeks a Customer Success Manager (Agent Experience Manager) to be the first point of contact and ongoing account manager for agents, delivering training, marketing support and guidance.

This office-based role requires collaboration across teams, 2–3 years of related experience, and the ability to lift up to 25 lbs; base pay is $28.00–$31.00 per hour with full benefits.

Qualifications

• 2-3 years in customer service, training, office management, hospitality, or operations.
• Experience with live or remote training is a plus.
• Experience with enterprise tools like Zendesk, Salesforce, Confluence is a plus.
• Passion for supporting and serving agents trying to grow their businesses.
• 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 as their day-to-day contact via phone, email, and in-person meetings.
• Promote adoption of Compass technology with 1:1 support, strategic recommendations, and group training sessions.
• Provide marketing support by creating collateral from templates and liaising with marketing specialists.
• Partner with Onboarding to welcome new customers to Compass.
• Support projects like new office openings and national initiatives.
• Collaborate with teams to champion questions and feedback for agents.
• Serve as the face of the office, greet guests, answer phones, manage mail, and handle office needs.
• Maintain office appearance, inventory, and escalate facilities issues.

Skills

Customer service

Training delivery

Office management

Hospitality mindset

Client relationships

Communication

Attention to detail

Creative writing

In-office presence

Light lifting 25 lbs

Tools

Zendesk

Salesforce

Confluence

Job description

Compass in Ellicott City seeks a Customer Success Manager (Agent Experience Manager) to be the first point of contact and ongoing account manager for agents, delivering training, marketing support and guidance.

This office-based role requires collaboration across teams, 2–3 years of related experience, and the ability to lift up to 25 lbs; base pay is $28.00–$31.00 per hour with full benefits.