Ops Assistant Manager

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

Overview

The Operations Assistant Manager for Customer Support at RealPage is responsible for improving agent productivity, quality, and career growth within and outside the T1 support team. This role focuses on coaching, metric analysis, and workflow optimization to ensure agents meet SLAs, KPIs, and customer satisfaction goals while reducing unnecessary escalations. The Assistant Manager will manage a team of Customer Support Agents at different levels, handling straightforward to moderately complex issues to Platinum call clients, high touch customer care includes but not limited to weekly case reviews with client. Ensures smooth operations for repetitive tasks and enhances customer experience at the foundational level. Will manage at least two team leaders or CELA and/or a special project.

Responsibilities

Performance Monitoring & Coaching

• Conduct1:1 coaching sessions with Customer Support Specialists to improveFirst Contact Resolution (FCR), Average Handle Time (AHT), and Customer Experience ( CX ) scores
• Identify performance gapsthrough call/chat /case monitoring, ticket audits, and metric trends
• Developpersonalized improvement plansfor low-performing agents andcareer growth plansfor high performers
• Leadgroup workshopson efficiency, problem-solving, and RealPage product knowledge

Data-Driven Optimization

• Track and report onT1 KPIs(AHT, FCR, CSAT, schedule adherence)
• Collaborate withWorkforce Management (WFM)to forecast staffing needs based on performance trends
• Work with Customer Experience ( CX ) and Technical Coach to align coaching with evaluation criteria
• Recommendprocess improvementsto reduce escalations and improve efficiency

Onboarding & Continuous Learning

• Assist innew hire nesting or OJT to accelerate ramp-up time
• Providerefresher trainingon high-priority issues (e.g., common OneSite errors)
• Developquick-reference guidesand micro-learning content for CS Specialist

Process Improvement & Managing Special Project

• Identifies recurring patterns and suggests improvements to product functionality or workflows, bridging the gap between customers and the product team.
• Oversee and implement special project that management may assign depending on business need .

Required

Qualifications

Education & Experience

• For External Candidates:
• 3+ 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)
• Technical aptitude:
• Basic SQL/ticketing system proficiency (e.g., Salesforce, Zendesk)
• Experience with support KPIs ( FCR, AHT, CSAT)

Knowledge/Skills/Abilities

Technical Skills:

• Proficiency in RealPage core products (OneSite, YieldStar ) or ability to rapidly learn
• Basic troubleshooting skills ( SQL/log analysis is a plus)
• Navigational fluency in ticketing systems (e.g., Salesforce, Zendesk)

Coaching Skills

• Ability to implement structured coaching frameworks
• Skill in translating metrics into actionable improvement plans
• Micro-training delivery for quick skill boosts

Soft Skills

• High emotional intelligence for sensitive performance conversations
• Collaborative mindset to partner with TC/ WFM/ CX teams
• Adaptive communication (new hires vs. tenured agents)

Work Environment

• Fast-paced, customer-focused support environment.
• Hybrid work setup
• Occasional overtime or on-call support during critical periods.
• Combination of independent coaching and collaboration with T C /WFM/ CX teams
• Regular feedback loops with leadership on agent progress