Agent Experience & Onboarding Lead

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

Benefits offered by this job

Incentive programs

Paid vacation & holidays

Health benefits

401(k)

FSAs

Commuter program

Pet insurance

Job summary

Compass is seeking an Agent Experience Manager for its Chevy Chase office in Maryland. You will be the first point of contact for agents, managing their onboarding and ongoing support to ensure a world-class experience.

You will train users on Compass tools, assist with marketing requests, and coordinate with the Onboarding team for welcoming new customers. This role emphasizes client care, cross-team collaboration, and office operations.

Qualifications

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

Responsibilities

• Manage a portfolio of high-touch customers as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings.
• Promote adoption of Compass technology and services by providing 1:1 support, strategic recommendations, and group training sessions.
• Provide marketing support by creating collateral from templates and liaising with marketing specialists for complex requests.
• Collaborate with Onboarding to welcome new customers to Compass.
• Support ongoing projects such as new office openings and national initiatives.
• Work with teams to champion questions and feedback on behalf of agents.
• Serve as the face of the office by greeting guests, handling the office line, mail, and facilities issues.

Skills

Customer service

Training

Office management

Hospitality

Operations

Live training

Remote training

Tools

Zendesk

Salesforce

Confluence

Job description

Compass is seeking an Agent Experience Manager for its Chevy Chase office in Maryland. You will be the first point of contact for agents, managing their onboarding and ongoing support to ensure a world-class experience.

You will train users on Compass tools, assist with marketing requests, and coordinate with the Onboarding team for welcoming new customers. This role emphasizes client care, cross-team collaboration, and office operations.