Agent Experience & Training Lead

Compass; New Jersey; On-site; USD 37,000 - 41,000; Full time

Benefits offered by this job

Incentive programs

Paid vacation

Holidays

Sick time

Parental leave

Recharge leave

Medical benefits

Dental benefits

Vision benefits

401(k) plan

FSAs

Commuter program

Life insurance

Disability insurance

Pet insurance

Maven program

Carrot benefits

UrbanSitter

Job summary

Compass is hiring an Agent Experience Manager to be the first point of contact for our customers. You will be their account manager from day one, handling onboarding, training, marketing requests, and ongoing support in a high-touch, in-office setting.

You will promote Compass technology adoption, provide 1:1 and group training, collaborate with onboarding and marketing teams, and support office openings and national initiatives. Strong communication and organizational skills are essential.

Qualifications

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

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 and adjacent services through 1:1 support, strategic recommendations, and group trainings.
• Provide marketing support by creating collateral from templates and liaising with marketing specialists for complex requests.
• Partner with Onboarding team on strategy and logistics for welcoming new customers.
• Support office openings, national initiatives, and Expansion/M&A activity.
• Collaborate with team members and departments to champion questions and feedback for agents.
• Act as the face of the office by welcoming guests, answering phones, managing mail, and maintaining office organized.

Skills

Customer service

Training

Office management

Communication

Interpersonal skills

Empathy

Detail oriented

Creative writing

Physical stamina

Tools

Zendesk

Salesforce

Confluence

Job description

Compass is hiring an Agent Experience Manager to be the first point of contact for our customers. You will be their account manager from day one, handling onboarding, training, marketing requests, and ongoing support in a high-touch, in-office setting.

You will promote Compass technology adoption, provide 1:1 and group training, collaborate with onboarding and marketing teams, and support office openings and national initiatives. Strong communication and organizational skills are essential.