Agent Experience & Training Lead

Compass; Jacksonville (MD); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Incentive programs (cash/equity/commis

Paid vacation

Holiday leave

Sick time

Parental leave

Recharge leave

Medical insurance

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 is seeking an Agent Experience Manager to be the first point of contact for our customers, guiding them through training, marketing support, and ongoing account management. You will drive adoption of Compass tools and collaborate with multiple teams to ensure world-class service for real estate agents.

Based 100% in-office at our Jackson, WY location, you will mentor junior team members, manage escalations, and contribute to national initiatives and new market openings.

Qualifications

• 2-3 years in customer service, training, office management, hospitality, or operations.
• Experience training customers (live or virtual) a plus.
• Experience with enterprise tech tools (Zendesk, Salesforce, Confluence) a plus.

Responsibilities

• Serve as day-to-day contact for high-touch customers via phone, email, and in-person meetings.
• Promote adoption of Compass technology through 1:1 and group trainings.
• Provide marketing support by creating collateral from templates and liaising with marketing for complex requests.
• Collaborate with Onboarding team on welcome strategy and logistics for new customers.
• Support national initiatives, new office openings, and Expansion/M&A activities.
• Work cross-functionally to address agent needs and feedback.
• Mentor Agent Experience Coordinator(s) and manage escalations.

Skills

Customer service

Training

Interpersonal skills

Communication

Detail-oriented

Tools

Zendesk

Salesforce

Confluence

Job description

Compass is seeking an Agent Experience Manager to be the first point of contact for our customers, guiding them through training, marketing support, and ongoing account management. You will drive adoption of Compass tools and collaborate with multiple teams to ensure world-class service for real estate agents.

Based 100% in-office at our Jackson, WY location, you will mentor junior team members, manage escalations, and contribute to national initiatives and new market openings.