Compass is hiring a Customer Success Manager (Agent Experience Manager) to serve as the first point of contact and ongoing account manager for our customers. In this role, you will be responsible for supporting customers with understanding Compass, training on tools and programs, assisting with marketing requests, and delivering an exceptional experience.
What You'll Do
- 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
- Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations
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
- The ability to establish credibility with key agent decision-makers and influencers
- 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
- Strong problem-solving and analytical skills, allowing you 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
Benefits & Compensation
- Compensation: $27.00 - $30.00 /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 (a support system for new parents)
- Carrot (fertility benefits)
- UrbanSitter (caregiver referral network)
- Employee Assistance Program
- Pet insurance
Work Mode
This is an onsite role based at our East Hampton 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.
