Job description

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 a Customer Success Manager, AKA "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. Note: This role is 100% in office in Houston, TX (24275 Katy Fwy). 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, 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 the face of the office by welcoming guests, answering the office phone line, managing mail distribution, providing first-line support for office-related needs; assisting with the overall appearance and organization of the office, maintaining supply inventory, and escalating facilities issues. 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 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 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

Requirements

Must-haves

Note: This role is 100% in office in Houston, TX (24275 Katy Fwy).
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
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
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
Do your best work, be your authentic self.
Notice for California Applicants
Los Angeles County Fair Chance Notice

Nice-to-haves

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

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: greenhouse
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Parental Leave