Agent Experience Manager
About The Position
At Compass, the mission is to help everyone find their place in the world. Founded in 2012, Compass provides an end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients. The company envisions making the experience of buying or selling a home simple, efficient, and pleasant. The Agent Experience Manager is the initial point of contact for customers joining Compass and serves as their account manager thereafter. The role supports customers with understanding Compass, training on its tools, programs, and marketing requests, and delivering a high-quality customer experience. The position also supports agent adoption of Compass technology and services, collaborates across teams, and contributes to office culture and organizational initiatives. The role requires working in the office during standard operating hours and the ability to lift up to 25 pounds.
Requirements
- 2–3 years of experience in customer service, office management, hospitality, or operations.
- Passion for supporting agents who are working to grow their businesses.
- Ability to establish credibility with key agent decision-makers and influencers.
- Strong listening skills, ability to connect with others, and empathy for customer pain points.
- Ability to foster community, in-office interaction, bonding, and engagement.
- Strong problem-solving and analytical skills, with the ability to adapt and develop solutions quickly.
- Strong communication and interpersonal skills, including the ability to build and manage relationships.
- Meticulous attention to detail and strong organizational skills.
- Strong creative writing skills and an eye for design.
- Ability to work in the office during standard operating hours.
- Ability to lift up to 25 lbs.
Nice To Haves
- Previous experience in real estate.
- Previous experience with live or remote training.
- Previous experience with enterprise technology such as Zendesk, Salesforce, or Confluence.
Responsibilities
- Manage a portfolio of high-touch customers as their day-to-day contact for questions and issues through phone calls, email, and in-person meetings.
- Promote adoption of Compass technology and related services through one-to-one support, strategic recommendations, and group training sessions.
- Provide marketing support by answering questions, creating listing presentations, postcards, and other collateral, and connecting customers with marketing specialists for more complex requests.
- Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass.
- Support projects such as new office openings, national initiatives, and new expansion or M&A activity.
- Collaborate with team members and departments to represent agents’ questions and feedback.
- Mentor Agent Experience Coordinators by answering questions and managing escalations.
- Promote a positive, constructive culture and help create and implement change.
Benefits
- Incentive programs, which may include eligible cash, equity, or commissions.
- Paid vacation, holidays, sick time, parental leave, and recharge leave.
- Medical and tele-health benefits.
- Dental insurance.
- Vision benefits.
- 401(k) plan.
- Flexible spending accounts (FSAs).
- Commuter program.
- Life and disability insurance.
- Maven support system for new parents.
- Carrot fertility benefits.
- UrbanSitter caregiver referral network.
- Employee Assistance Program.
- Pet insurance.
- Professional growth opportunities.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
