In-Office Agent Success & Training Lead

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

Benefits offered by this job

Incentive programs

Paid vacation & holidays

Sick time & parental leave

Health benefits

401(k) plan

FSAs

Commuter program

Life and disability insurance

Maven support

Fertility benefits (Carrot)

Caregiver referral network (UrbanSitt)

Job summary

Compass, founded in 2012, is revolutionizing the real estate industry with an end-to-end platform for residential agents. We seek a Customer Success Manager (Agent Experience Manager) to be the first point of contact for clients, guiding them through onboarding, training, and marketing requests, and delivering a world-class experience.

This role is 100% in-office at our Ellicott City location, collaborating with multiple teams to support agents as they grow their business and adopt Compass tools.

Qualifications

• 2-3 years of experience in customer service, training, office management, hospitality, or operations.
• Live or remote training experience is a plus.
• Experience with enterprise technology such as Zendesk, Salesforce, Confluence is a plus.
• Passion for supporting and serving agents looking to grow their business.
• Ability to establish credibility with key agent decision-makers and influencers.
• Strong listening, written and verbal communication skills; empathetic to customer pain points.
• Desire to create community and encourage in-office engagement.
• Strong problem-solving and analytical skills; able to adapt and propose solutions quickly.
• Meticulous, highly organized, with strong attention to detail.
• Ability to work in the office during standard hours and lift up to 25 lbs.

Responsibilities

• Serve as day-to-day contact for high-touch customers via phone, email, and in-person meetings.
• Promote adoption of Compass technology and services through 1:1 support and group trainings.
• Provide marketing support with templates for listing presentations and postcards; liaise with marketing specialists.
• Partner with Onboarding to welcome new customers to Compass and ensure smooth integrations.
• Support office openings, national initiatives, and Expansion/M&A activities.
• Collaborate cross-functionally to advocate for the agent and relay feedback.

Skills

Customer service

Training

Office management

Hospitality

Operations

Communication

Tools

Zendesk

Salesforce

Confluence

Job description

Compass, founded in 2012, is revolutionizing the real estate industry with an end-to-end platform for residential agents. We seek a Customer Success Manager (Agent Experience Manager) to be the first point of contact for clients, guiding them through onboarding, training, and marketing requests, and delivering a world-class experience.

This role is 100% in-office at our Ellicott City location, collaborating with multiple teams to support agents as they grow their business and adopt Compass tools.