CX Coach - SaaS Experience / Background Required

REALPAGE (PHILIPPINES), INC.; Pasig; On-site; PHP 468,720 - 714,240; Full time

Job summary

REALPAGE (PHILIPPINES), INC. is seeking a Customer Experience Coach to elevate coaching, training, and monitoring across the Tier 1 Product Support team. You will analyze feedback, identify trends, and deliver targeted coaching to improve CSAT, NPS, and FCR while enhancing customer interactions.

The role emphasizes onboarding, continuous learning, and creating CX playbooks. Hybrid work setup and collaboration with QA, Training, and Operations teams are part of the environment.

Qualifications

• For Internal Candidates: 1+ year as a RealPage T1 Customer Support Specialist meeting KPIs.
• For Internal Candidates: 1+ year in coaching, QA, or leadership (team lead, mentor, or trainer).
• Certification in Learn2Lead or Lead2succeed program; Coaching Certification.

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 topics like de-escalation, active listening, and RealPage product knowledge.
• Create and maintain CX playbooks for common customer scenarios.
• Track and report on CX metrics (CSAT, NPS, sentiment, FCR).
• Partner with matrix partners to align evaluations with CX standards.

Skills

Communication

Active listening

De-escalation

Data-driven

Product knowledge

Collaboration

Tools

SQL

Salesforce

Zendesk

Job description

Overview 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.

PRIMARY RESPONSIBILITIES

Coaching & Development

• Conduct1:1 and group coaching sessionswith CS Specialists to improve communication, problem-solving, and empathy
• Monitorcalls, chats, and ticketsto identify CX improvement opportunities
• Develop and delivermicro-training sessionson critical topics (e.g., de-escalation, active listening, RealPage product knowledge)
• Create and maintainCX playbooksfor common customer scenarios

Performance Analysis & Reporting

• Track and report onCX metrics(CSAT, NPS, customer sentiment, FCR)
• Partner withmatrix partners to align evaluations with CX standards
• Identifyrepeat customer pain pointsand collaborate with Product Support to address root causes
• Provideweekly/monthly insightsto leadership on CX trends

SUB RESPONSIBILITIES

Onboarding & Continuous Learning

• Supportnew hire trainingwith a focus on customer-centric communication, such as training facilitation.
• Develop and review training contents,quick-reference guides, scripts, and role-play scenarios for CS Specialists
• Stay updated onRealPage product changesto ensure all relevant materials are current thru first hand experience handling which may include but not limited to call taking and case management.

QUALIFICATIONS

Required

Education & Experience:

• For Internal Candidates:
  • 1+ years as ahigh-performing RealPage T1 Customer Support Specialists(meeting/exceeding KPIs)
  • 1+ year in coaching, QA, or leadership(team lead, mentor, or trainer)
  • Experience mentoring peers or assisting in training (even informally)
  • Certification in Learn2Lead or Lead2succeed program
  • Coaching Certification
• For External Candidates:
  • 2+ years in Tier 1/Tier 2 technical support(SaaS, property tech, or ERP software preferred)
  • Proven track record of coaching/mentoringin a metrics-driven environment (e.g., QA specialist, team lead)
  • Experience working withCSAT, NPS, or customer feedback tools

Technical aptitude:

• BasicSQL/ticketing system proficiency(e.g., Salesforce, Zendesk)
• Experience withsupport KPIs(FCR, AHT, CSAT)

KNOWLEDGE/SKILLS/ABILITIES

Required Skills:

• Exceptional communication– ability to model and teach professional, empathetic interactions
• Active listening & 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

Preferred Qualifications:

• Certification in Six Sigma, COPC, customer experience (CCXP), coaching, or training
• Background inproperty management or real estate tech
• Experience withCRM tools(Salesforce, Zendesk, etc.)

Work Environment

• Fast-paced, customer-focused support environment.
• Hybrid work setup
• Occasional overtime or on-call support during critical periods.
• Combination ofindependent coachingandcollaboration with TC/WFM/PC teams
• Regularfeedback loopswith leadership on agent progress