Agent Experience & Training Lead

Compass; New York (NY); On-site; USD 40,000 - 45,000; Full time

Benefits offered by this job

Incentive programs including cash, or

Paid vacation

Sick time

Parental leave

Recharge leave

Medical insurance

Dental and vision benefits

401(k)

FSAs

Commuter program

Life and disability insurance

Maven support for new parents

Carrot fertility benefits

UrbanSitter caregiver network

Employee Assistance Program

Pet insurance

Job summary

Compass is seeking an Agent Experience Manager for our Midtown Manhattan office. You will be the first point of contact for agents, guiding them through Compass tools, programs, and marketing requests while delivering world‑class service.

This full‑time, in‑office role requires you to train, support, and advocate for agents to grow their businesses. You will work with the onboarding team on welcoming new customers, support strategic initiatives, and collaborate across departments to ensure a

Qualifications

• 2-3 years of experience in customer service, training, office management, hospitality, or operations.
• Previous real estate experience is a plus.
• Experience with live or virtual training is a plus.
• Experience with enterprise technology tools (Zendesk, Salesforce, Confluence) is a plus.
• Passion for supporting and serving agents aiming to grow their businesses.

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 coordinating with marketing specialists.
• Partner with Onboarding team on strategy and logistics for welcoming new customers.
• Support ongoing projects such as new office openings, national initiatives, and Expansion/M&A activity.
• Collaborate with other teams to relay agent feedback and champion questions.
• Mentor Agent Experience Coordinators and handle escalations.

Skills

Customer service

Training

Office management

Hospitality

Operations

Tools

Zendesk

Salesforce

Confluence

Job description

Compass is seeking an Agent Experience Manager for our Midtown Manhattan office. You will be the first point of contact for agents, guiding them through Compass tools, programs, and marketing requests while delivering world‑class service.

This full‑time, in‑office role requires you to train, support, and advocate for agents to grow their businesses. You will work with the onboarding team on welcoming new customers, support strategic initiatives, and collaborate across departments to ensure a