Hybrid SaaS CX Coach & Performance Leader

RealPage, Inc.; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

RealPage, Inc. is seeking a Customer Experience Coach to elevate interactions across our Tier 1 Product Support team. The role focuses on training, coaching, and monitoring to ensure customer engagements meet RealPage’s standards of excellence.

You will analyze feedback, identify trends, and deliver targeted coaching, directly impacting CSAT, NPS, and first-contact resolution rates. Hybrid work setup in Metro Manila with occasional overtime.

Qualifications

• Exceptional communication and empathy in customer interactions.
• Strong active listening and de-escalation abilities.
• Data-driven mindset to translate CX metrics into action.
• Familiarity with RealPage products (OneSite, YieldStar) or ability to learn quickly.
• Ability to collaborate 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 topics like de-escalation and active listening.
• Create and maintain CX playbooks for common customer scenarios.
• Track and report CX metrics (CSAT, NPS, FCR) and share insights with leadership.

Skills

Communication

Active listening

Data-driven

Product familiarity

Collaboration

Tools

SQL

Salesforce

Zendesk

Ticketing system

Job description

RealPage, Inc. is seeking a Customer Experience Coach to elevate interactions across our Tier 1 Product Support team. The role focuses on training, coaching, and monitoring to ensure customer engagements meet RealPage’s standards of excellence.

You will analyze feedback, identify trends, and deliver targeted coaching, directly impacting CSAT, NPS, and first-contact resolution rates. Hybrid work setup in Metro Manila with occasional overtime.