Agent Experience & Training Lead

Compass; Wayne (PA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Incentive programs

Paid time off

Health benefits

401(k)

FSAs

Commuter program

Life and disability insurance

Pet insurance

Job summary

Compass is seeking an Agent Experience Manager in Wayne, PA to serve as the first touchpoint for agents joining our platform. You will train users, manage their onboarding, support marketing requests, and advocate for customers across teams.

You will promote Compass technologies, deliver 1:1 coaching and group trainings, and collaborate with onboarding and marketing to ensure a world-class agent experience. Strong communication and organizational skills are essential.

Qualifications

• 2-3 years of experience in customer service, training, office management, hospitality, or operations.
• Previous experience in real estate is a plus.
• Previous experience in event planning is a plus.
• Previous experience with live or remote training is a plus.
• Experience working with enterprise technology (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.
• Promote adoption of Compass technology with 1:1 support, strategic recommendations, and group trainings.
• Provide marketing support by creating collateral from templates and liaising with marketing specialists.
• Partner with Onboarding on strategy and logistics for welcoming new customers.
• Support national initiatives, new office openings, and expansion/M&A activity.
• Collaborate with teams to champion questions and feedback for agents.
• Mentor Agent Experience Coordinators and manage escalations.
• Be a culture carrier, inspiring change with a constructive approach.

Skills

Customer service

Training delivery

Event planning

Office management

Enterprise tech familiarity

Relationship building

Tools

Zendesk

Salesforce

Confluence

Job description

Compass is seeking an Agent Experience Manager in Wayne, PA to serve as the first touchpoint for agents joining our platform. You will train users, manage their onboarding, support marketing requests, and advocate for customers across teams.

You will promote Compass technologies, deliver 1:1 coaching and group trainings, and collaborate with onboarding and marketing to ensure a world-class agent experience. Strong communication and organizational skills are essential.