Customer Experience Coach (SaaS)

REALPAGE (PHILIPPINES), INC.; Metro Manila; Hybrid; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Complimentary meals

Day 1 HMO coverage

Retirement savings plan

Leave conversion program

Life insurance coverage

Paid time off and company holidays

Wellness reimbursement PHP 5000/year

Tuition reimbursement PHP 40000

Learning, development, and upskilling

Job summary

RealPage Philippines, Inc. is seeking a Customer Experience Coach to elevate the quality of customer interactions within our Tier 1 Product Support team. You will lead training, coaching, and monitoring to uphold RealPage's standards of excellence and directly influence CSAT, NPS, and first-contact resolution.

You will analyze feedback, identify trends, create micro-trainings, CX playbooks, and report insights to leadership, partnering with QA, Training, and Operations to drive improvements.

Qualifications

• 2+ years in Tier 1/Tier 2 technical support (SaaS, property tech, or ERP software preferred).
• Proven track record of coaching/mentoring in a metrics-driven environment (e.g., QA specialist, team lead).
• Experience working with CSAT, NPS, or customer feedback tools.
• Basic SQL/ticketing system proficiency (e.g., Salesforce, Zendesk).
• Experience with support KPIs (FCR, AHT, CSAT).
• Exceptional communication – ability to model and teach professional, empathetic interactions.
• Active listening and de-escalation techniques.
• Data-driven mindset – ability to interpret CX metrics and translate them into action.
• RealPage product familiarity or ability to quickly learn OneSite, YieldStar, etc.
• Collaboration – works closely with QA, Training, and Operations teams.

Responsibilities

• Conduct 1:1 and group coaching sessions with CS Specialists to improve communication, problem-solving, and empathy
• Monitor calls, chats, and tickets to identify CX improvement opportunities
• Develop and deliver micro-training sessions on critical topics (e.g., de-escalation, active listening, RealPage product knowledge)
• Create and maintain CX playbooks for common customer scenarios
• Track and report on CX metrics (CSAT, NPS, customer sentiment, FCR)
• Partner with matrix partners to align evaluations with CX standards
• Identify repeat customer pain points and collaborate with Product Support to address root causes
• Provide weekly/monthly insights to leadership on CX trends
• Support new hire training with a focus on customer-centric communication
• Develop and review training contents, quick-reference guides, scripts, and role-play scenarios for CS Specialists

Skills

Coaching

Active listening

Communication

Customer feedback tools

Data interpretation

SQL basics

Tools

Salesforce

Zendesk

Job description

Make an Impact with RealPage

Looking for a role where your work directly influences business outcomes and customer success?

At RealPage, you'll join a global SaaS technology company that is transforming the real estate industry through innovative software, data, and AI-driven solutions. We empower our teams to think big, take ownership, and deliver meaningful results every day.

Whether you're solving complex challenges, collaborating with global stakeholders, or driving operational excellence, you'll have the opportunity to grow your career while making a real impact.

About the role

The Customer Experience Coach is responsible for elevating the quality of customer interactions across RealPage's Tier 1 Product Support team. This role focuses on training, coaching, and monitoring to ensure every customer engagement reflects RealPage's standards of excellence. By analyzing customer feedback, identifying trends, and delivering targeted coaching, the CX Coach directly impacts CSAT, NPS, and first-contact resolution rates.

Key responsibilities

• Conduct 1:1 and group coaching sessions with CS Specialists to improve communication, problem-solving, and empathy
• Monitor calls, chats, and tickets to identify CX improvement opportunities
• Develop and deliver micro-training sessions on critical topics (e.g., de-escalation, active listening, RealPage product knowledge)
• Create and maintain CX playbooks for common customer scenarios
• Track and report on CX metrics (CSAT, NPS, customer sentiment, FCR)
• Partner with matrix partners to align evaluations with CX standards
• Identify repeat customer pain points and collaborate with Product Support to address root causes
• Provide weekly/monthly insights to leadership on CX trends
• Support new hire training with a focus on customer-centric communication
• Develop and review training contents, quick-reference guides, scripts, and role-play scenarios for CS Specialists

About you

• 2+ years in Tier 1/Tier 2 technical support (SaaS, property tech, or ERP software preferred)
• Proven track record of coaching/mentoring in a metrics-driven environment (e.g., QA specialist, team lead)
• Experience working with CSAT, NPS, or customer feedback tools
• Basic SQL/ticketing system proficiency (e.g., Salesforce, Zendesk)
• Experience with support KPIs (FCR, AHT, CSAT)
• Exceptional communication – ability to model and teach professional, empathetic interactions
• Active listening and de-escalation techniques
• Data-driven mindset – ability to interpret CX metrics and translate them into action
• RealPage product familiarity or ability to quickly learn OneSite, YieldStar, etc.
• Collaboration – works closely with QA, Training, and Operations teams

Benefits

• Complimentary meals while in the office
• Day 1 HMO coverage with up to two FREE dependents
• Retirement savings plan
• Leave conversion program
• Life insurance coverage
• Paid time off and company holidays
• Wellness reimbursement benefits of up to PHP 5,000 per year
• Tuition reimbursement of up to PHP 40,000 for approved education and professional development programs
• Access to learning, development, and upskilling opportunities

About us

RealPage is a global SaaS technology company that is transforming the real estate industry through innovative software, data, and AI-driven solutions. We empower our teams to think big, take ownership, and deliver meaningful results every day.

Work Schedule & Setup

• Must be willing to work onsite during the first 90 days of training
• Hybrid setup begins on the 4th month, with two onsite days per week
• Supports US business operations - Fixed graveyard shift schedule with night differential pay

What We Offer

• Enjoy complimentary meals while you’re in the office
• Day 1 HMO coverage with up to two FREE dependents
• Retirement savings plan
• Leave conversion program
• Life insurance coverage
• Enjoy paid time off, company holidays
• Wellness reimbursement benefits of up to PHP 5,000 per year
• Tuition reimbursement of up to PHP 40,000 for approved education and professional development programs
• Access to learning, development, and upskilling opportunities designed to help you grow your career
• Collaborate with talented people and work on solutions that make a real-world impact