Agent Experience Manager
About The Position
The Agent Experience Manager is the first point of contact for customers joining Compass and serves as their ongoing account manager. The role supports customers in understanding Compass, learning its tools and programs, and obtaining marketing assistance, with a focus on delivering a high-quality customer experience. The manager oversees a portfolio of high-touch customers, encourages adoption of Compass technology and services, provides marketing support, and partners with onboarding and other teams on customer initiatives. The role also mentors Agent Experience Coordinators and helps foster a positive, constructive, and engaging office culture.
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 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 lbs.
Nice To Haves
- Previous experience in real estate.
- Previous experience delivering live or remote training.
- Previous experience 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 adjacent services through one-on-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 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 other team members and departments to represent agents' questions and feedback.
- Mentor Agent Experience Coordinators, answer their questions, and manage escalations.
- Promote a positive and constructive culture and help implement change.
Benefits
- 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.
- Incentive programs, which may include eligible cash, equity, or commissions.
- Bonuses and restricted stock units may be provided as part of the compensation package.
- Professional growth opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
