Agent Experience Manager

About the role

This role is 100% in-office, primarily out of our Wakefield, RI (235 Main Street) and Charlestown, RI (4009 Old Post Road) offices.

Responsibilities

• Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings
• Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
• Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests
• Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass
• Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity
• Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent

Requirements

• 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 remote training a plus
• Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus
• The ability to establish credibility with key agent decision-makers and influencers
• A strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly
• Meticulous attention to detail, highly organized

Qualifications

• Passion for supporting and serving agents trying to grow their businesses
• Great listening skills, connects well with others, and is empathetic of the customer’s pain points
• A passion for creating community within a space; you encourage in-office interaction, bonding and engagement
• Skilled communicator with great interpersonal skills, ability to build and manage relationships
• Strong creative writing skills and eye for design

Skills

• Strong creative writing skills and eye for design

Benefits

• Participation in our incentive programs (which may include eligible cash, equity, or commissions)
• Medical, tele-health, dental and vision benefits
• 401(k) plan
• Flexible spending accounts (FSAs)
• Commuter program
• Life and disability insurance
• Maven (a support system for new parents)
• Carrot (fertility benefits)
• UrbanSitter (caregiver referral network)
• Employee Assistance Program
• Pet insurance

Pay

The expected base pay for this position is $26.00-28.00 /hour. This range reflects our good-faith estimate of what we intend to offer for this role at the time of posting. Final offers within this range will depend on job-related factors such as experience, skills, and internal equity. Additional compensation elements, such as bonuses, commissions, or equity grants, may be available, along with a full benefits program. We remain committed to fair pay practices and compliance with all California transparency requirements.

Schedule

Standard operating hours apply.