At Compass, our mission is to help everyone find their place in the world. We are looking for a Customer Success Manager (Agent Experience Manager) to be the primary account manager for customers from onboarding onward. In this role, you will support customers with training, marketing, and operational needs while fostering community and adoption of Compass technology.
What You'll Do
- Manage a portfolio of high-touch customers as their day-to-day contact via phone, email, and in-person meetings.
- Serve as the face of the office by welcoming guests, managing mail, facilitating events, and providing first-line office support.
- Promote adoption of Compass technology through 1:1 support, strategic recommendations, and group training sessions.
- Provide marketing support by answering questions, creating collateral from templates, and liaising with specialists.
- Partner with the Onboarding team on strategy and logistics for welcoming new customers.
- Support ongoing projects such as new office openings, national initiatives, and M&A activity.
- Work collaboratively with other teams to champion agent questions and feedback.
- Serve as a mentor to Agent Experience Coordinator(s) by managing escalations.
- Be a culture carrier who inspires and empowers others with a positive approach.
What We're Looking For
- 2-3 years of experience in customer service, training, office management, hospitality, or operations.
- Passion for supporting and serving agents trying to grow their businesses.
- Ability to establish credibility with key agent decision-makers and influencers.
- Great listening skills, connects well with others, and is empathetic of customer pain points.
- Passion for creating community within a space; encourage in-office interaction, bonding and engagement.
- Strong problem-solving and analytical skills, able to adapt and formulate solutions quickly.
- Skilled communicator with great interpersonal skills, ability to build and manage relationships.
- Meticulous attention to detail, highly organized.
- Strong creative writing skills and eye for design.
- Ability to work in the office during standard operating hours.
- Ability to lift up to 25 lbs.
Nice to Have
- Previous experience in real estate.
- Previous experience with live or remote training.
- Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence).
Technical Stack
- Zendesk
- Salesforce
- Confluence
Team & Environment
You will work with the Onboarding team and other departments, and mentor Agent Experience Coordinator(s).
Benefits & Compensation
- Compensation: $33.00 - $35.00 /hour
- 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.
Work Mode
This role is onsite at our Novato Office.
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.
