In-Office NYC Agent Experience Lead

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

Benefits offered by this job

Bonuses

Restricted stock units

Full benefits

Paid time off

401(k)

Job summary

Compass, Inc. in New York City seeks an Agent Experience Manager to be the primary contact for our agents, guiding them through Compass tools, onboarding, and ongoing support.

This 100% in-office role is based at the Midtown Manhattan office. You will train clients, create marketing collateral, coordinate onboarding, and mentor junior teammates while driving initiatives and maintaining strong agent relationships.

Qualifications

• 2-3 years of experience in customer service, training, office management, hospitality, or operations.
• Previous experience in real estate a plus.
• Previous experience with live or virtual training a plus.
• Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus.
• Passion for supporting and serving agents trying to grow their businesses.
• The ability to establish credibility with key agent decision-makers and influencers.
• Great listening skills, connects well with others, and is empathetic to the customer's pain points.
• A passion for creating community within a space; you encourage in-office interaction, bonding, and engagement.
• Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly.
• Skilled communicator with great interpersonal skills, ability to build and manage relationships.
• Meticulous attention to detail, highly organized.
• Strong creative writing skills and eye for design.
• Ability to work in the office during standard operating hours.
• Ability to lift 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.
• 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 ongoing projects such as new office openings, national initiatives, and Expansion/M&A activity.
• Collaborate with other team members and departments to champion questions and feedback on behalf of the agent.
• Mentor Agent Experience Coordinator(s) and manage escalations.

Skills

Customer service

Training

Office management

Hospitality

Operations

Tools

Zendesk

Salesforce

Confluence

Job description

Compass, Inc. in New York City seeks an Agent Experience Manager to be the primary contact for our agents, guiding them through Compass tools, onboarding, and ongoing support.

This 100% in-office role is based at the Midtown Manhattan office. You will train clients, create marketing collateral, coordinate onboarding, and mentor junior teammates while driving initiatives and maintaining strong agent relationships.