In-Office Agent Experience Lead

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

Benefits offered by this job

Incentive programs

Paid vacation

Holidays

Sick time

Parental leave

Recharge leave

Medical benefits

Tele-health

Dental benefits

Vision benefits

401(k)

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 agents, guiding them through Compass tools, training, and marketing requests. This 100% in-office role is based at Ellicott City, and you will support a high-touch client base with dedicated account management.

You will drive technology adoption, create marketing collateral from templates, coordinate onboarding, and support national initiatives while collaborating with cross-functional teams to enhance the

Qualifications

• 2-3 years of experience in customer service, training, office management, hospitality, or operations.
• Previous experience with live or remote training a plus.
• Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus.
• Ability to work in the office during standard operating hours.
• Ability to lift up to 25 lbs.

Responsibilities

• Manage a portfolio of high-touch customers as 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 liaising with marketing specialists.
• Partner with Onboarding team to welcome new customers to Compass.
• Support ongoing projects such as new office openings, national initiatives, and Expansion/M&A activity.
• Collaborate with team members to champion questions and feedback for agents.
• Serve as the face of the office, greet guests, manage mail, and maintain office organization.

Skills

Customer service

Training

Office management

Hospitality

Operations

Active listening

Communication

Tools

Zendesk

Salesforce

Confluence

Job description

Compass is seeking an Agent Experience Manager to be the first point of contact for our agents, guiding them through Compass tools, training, and marketing requests. This 100% in-office role is based at Ellicott City, and you will support a high-touch client base with dedicated account management.

You will drive technology adoption, create marketing collateral from templates, coordinate onboarding, and support national initiatives while collaborating with cross-functional teams to enhance the