Agent Experience Manager

At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we’re revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients. As an Agent Experience Manager, you are the first person our customers meet when they join Compass and will be their account manager from that day forward. You will support our customers with everything, including but not limited to understanding Compass, training on our tools and programs, assisting with marketing requests, and more. As an AEM, you are passionate about your customers and delivering a world-class experience. Please note: this role is 100% in-office in our Danville, CA office (760 Camino Ramon). At Compass, You Will: Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, ZenDesk tickets, and in-person meetings. Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, presenting at meetings, and conducting 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 Advisors for more complex support requests. Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass. This role is primarily responsible for ensuring a newcustomer'ss first weeks and months at Compass are smooth and set them up for future success with the brokerage. 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. Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations, and providing coverage for front desk services when needed. Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change What We're Looking For: 2-3 years of experience in customer service, training, office management, hospitality, or operations Previous experience with live or remote 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 Compensation: The expected base pay for this position is $32.00 - $34.25 per per 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. Perks that You Need to Know About: Participation in our incentive programs (which may include eligible cash, equity, or commissions). Plus 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 (a support system for new parents); Carrot (fertility benefits); UrbanSitter (caregiver referral network); Employee Assistance Program; and pet insurance. At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we’re revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients. As an Agent Experience Manager, you are the first person our customers meet when they join Compass and will be their account manager from that day forward. You will support our customers with everything, including but not limited to understanding Compass, training on our tools and programs, assisting with marketing requests, and more. As an AEM, you are passionate about your customers and delivering a world-class experience. Please note: this role is 100% in-office in our Danville, CA office (760 Camino Ramon). At Compass, You Will: Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, ZenDesk tickets, and in-person meetings. Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, presenting at meetings, and conducting 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 Advisors for more complex support requests. Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass. This role is primarily responsible for ensuring a newcustomer'ss first weeks and months at Compass are smooth and set them up for future success with the brokerage. 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. Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations, and providing coverage for front desk services when needed. Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change What We're Looking For: 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 Passion for supporting and serving agents trying to grow their businesses Compensation: The expected base pay for this position is $32.00 - $34.25 per per 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. Perks that You Need to Know About: Participation in our incentive programs (which may include eligible cash, equity, or commissions). Plus 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 (a support system for new parents); Carrot (fertility benefits); UrbanSitter (caregiver referral network); Employee Assistance Program; and pet insurance. Do your best work, be your authentic self. At Compass, we believe that everyone deserves to find their place in the world — a place where they feel like they belong, where they can be their authentic selves, where they can thrive. Our collaborative, energetic culture is grounded in our Compass Entrepreneurship Principles and our commitment to diversity, equity, inclusion, growth and mobility. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers. Notice for California Applicants Los Angeles County Fair Chance Notice #J-18808-Ljbffr Compass