Agent Experience Manager
About The Position
Compass is hiring an Agent Experience Manager to serve as the primary account manager and day-to-day contact for agents and other customers. The role supports customers as they join Compass and throughout their relationship with the company, helping them understand Compass, use its tools and programs, and access marketing support. The position is 100% in-office at Compass’s Midtown New York City office at 10 East 53rd Street. The Agent Experience Manager manages a portfolio of high-touch customers, promotes adoption of Compass technology and services, provides individual support and group training, and helps deliver marketing materials. The role also partners with onboarding, supports company projects and expansion activity, represents agent questions and feedback across departments, and mentors Agent Experience Coordinators. The position 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, training, office management, hospitality, or operations.
- Passion for supporting and serving agents who are growing 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 formulate solutions quickly.
- Strong communication and interpersonal skills, and 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 pounds.
Nice To Haves
- Previous experience in real estate.
- Previous experience with live or virtual training.
- Previous experience working with enterprise technology such as Zendesk, Salesforce, or Confluence.
Responsibilities
- Manage a portfolio of high-touch customers and serve as their day-to-day contact for questions and issues by phone, 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 collateral from templates such as listing presentations and postcards, and referring complex requests to marketing specialists.
- Partner with the Onboarding team on the strategy and logistics for welcoming new customers to Compass.
- Support projects including new office openings, national initiatives, and new expansion or merger-and-acquisition activity.
- Collaborate with team members and departments to advocate for agents by sharing their questions and feedback.
- Mentor Agent Experience Coordinators, answer their questions, and manage escalations.
Benefits
- Incentive programs, which may include eligible cash, equity, or commissions.
- Paid vacation, holidays, sick time, parental leave, and recharge leave.
- Medical, tele-health, dental, and 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
