CX Coach - SaaS Experience / Background Required

RealPage, Inc.; Pasig; On-site; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Hybrid work setup

Job summary

RealPage, Inc. is seeking a Customer Experience Coach to elevate interactions across its Tier 1 Product Support team. You will train, coach, and monitor agents to reflect RealPage’s standards, analyzing feedback and driving CSAT, NPS, and FCR improvements. This role requires coaching-focused leadership in a fast-paced environment.

In addition, you will develop micro-trainings, create CX playbooks, and collaborate with Product Support and leadership. Hybrid work setup is available.

Qualifications

• For Internal Candidates: 1+ years as a high-performing RealPage T1 Customer Support Specialist (KPIs met/exceeded).
• For Internal Candidates: 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).
• 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.

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.
• Onboarding & continuous learning: support new hire training with a focus on customer-centric communication and facilitation.
• Stay updated on RealPage product changes to ensure materials are current.

Skills

Communication

Active listening

De-escalation

Data-driven mindset

Product familiarity

Collaboration

Tools

SQL

Salesforce

Zendesk

Job description

Overview

TheCustomer Experience Coachis responsible for elevating the quality of customer interactions across RealPage’s Tier 1 Product Support team. This role focuses ontraining, coaching, and monitoringto ensure every customer engagement reflects RealPage’s standards of excellence. By analyzing customer feedback, identifying trends, and delivering targeted coaching, the CX Coach directly impactsCSAT, NPS, and first-contact resolution rates.

Responsibilities

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

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 inTier 1/Tier 2 technical support(SaaS, property tech, or ERP software preferred)
• Proven track record ofcoaching/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 inSix 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