Agent Experience Manager: In-Office Training & Onboarding

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

Benefits offered by this job

Incentive programs

Paid vacation

Health benefits

401(k) plan

FSAs

Commuter program

Job summary

Compass is seeking an Agent Experience Manager to be the first point of contact for agents and their account manager from day one. This in-office role based in Ellicott City will support onboarding, training on Compass tools, and marketing requests to deliver a world-class experience.

You will manage high-touch customers, promote technology adoption, and collaborate with onboarding and marketing teams to ensure success. 2–3 years in customer service or operations is preferred.

Qualifications

• 2-3 years of experience in customer service, training, office management, hospitality, or operations.
• Experience delivering live or remote training is a plus.
• Experience working with enterprise tech tools (Zendesk, Salesforce, Confluence) is a plus.

Responsibilities

• Manage a portfolio of high-touch customers as their day-to-day contact via phone, email, and in-person meetings.
• Provide 1:1 support, strategic recommendations, and group training to promote Compass technology adoption.
• Create collateral from templates (listings, postcards) and liaise with marketing for complex requests.
• Partner with Onboarding to welcome new customers to Compass.
• Support ongoing projects such as new office openings, national initiatives, and Expansion/M&A activity.
• Collaborate with team members and departments to champion customer feedback and questions.
• Serve as the face of the office, welcoming guests and managing office logistics.

Skills

Customer service

Training

Office management

Hospitality

Operations

Tools

Zendesk

Salesforce

Confluence

Job description

Compass is seeking an Agent Experience Manager to be the first point of contact for agents and their account manager from day one. This in-office role based in Ellicott City will support onboarding, training on Compass tools, and marketing requests to deliver a world-class experience.

You will manage high-touch customers, promote technology adoption, and collaborate with onboarding and marketing teams to ensure success. 2–3 years in customer service or operations is preferred.