Hybrid Ops Assistant Manager, Customer Support & Coaching

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work environment

Career growth opportunities

Performance-based coaching

Job summary

RealPage is seeking an Operations Assistant Manager for Customer Support in a hybrid setup. You will coach Customer Support Specialists, monitor metrics, and drive continuous improvements to reduce escalations while maintaining SLA and CX targets.

You will manage a team across levels, collaborate with CX/WFM/technical coaches, and contribute to onboarding and quick-reference content to sustain high performance.

Qualifications

• 3+ years in Tier 1/Tier 2 technical support (SaaS, property tech, or ERP software preferred).
• Proven coaching/mentoring track record in a metrics-driven environment (e.g., QA specialist, team lead).
• Technical aptitude with basic SQL and ticketing systems (Salesforce, Zendesk).
• Experience with support KPIs (FCR, AHT, CSAT).

Responsibilities

• Conduct 1:1 coaching sessions to improve FCR, AHT, and CX scores.
• Identify performance gaps via call/chat/case monitoring and metric trends.
• Develop personalized improvement and career growth plans for agents.
• Lead workshops on efficiency, problem-solving, and product knowledge.

Skills

Coaching

Data analysis

SQL

KPIs & metrics

Customer support

Education

3+ years in Tier 1/2 technical support

Tools

Salesforce

Zendesk

SQL

Job description

RealPage is seeking an Operations Assistant Manager for Customer Support in a hybrid setup. You will coach Customer Support Specialists, monitor metrics, and drive continuous improvements to reduce escalations while maintaining SLA and CX targets.

You will manage a team across levels, collaborate with CX/WFM/technical coaches, and contribute to onboarding and quick-reference content to sustain high performance.