Product Support Assistant Manager (SaaS) | US | Hybrid

REALPAGE (PHILIPPINES), INC.; Metro Manila; Hybrid; PHP 850,000 - 1,200,000; Full time

Benefits offered by this job

Complimentary meals

Day 1 HMO coverage

Retirement savings plan

Leave conversion program

Life insurance coverage

Paid time off

Wellness reimbursement

Tuition reimbursement

Learning and upskilling opportunities

Collaborative work environment

Job summary

RealPage Philippines, Inc. seeks a Product Support Assistant Manager to enhance agent productivity, quality, and growth within a dynamic customer-support team.

You will coach, analyze metrics, and optimize workflows to meet SLAs, KPIs, and CSAT targets while reducing escalations. You will manage multiple levels of CS agents and lead initiatives across onboarding, training, and process improvements, including collaboration with CX and product teams.

Qualifications

• 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 with basic SQL and familiarity with ticketing systems (Salesforce, Zendesk).
• Experience with key support KPIs (FCR, AHT, CSAT).

Responsibilities

• Conduct 1:1 coaching sessions with CS Specialists to improve FCR, AHT, and CX scores.
• Identify performance gaps via call/chat/case monitoring, ticket audits, and trend analysis.
• Develop personalized improvement and career growth plans for agents.
• Lead group workshops on efficiency and product knowledge (RealPage core products).
• Track T1 KPIs and forecast staffing with WFM; align coaching with evaluation criteria.
• Assist in onboarding and ramping new hires; deliver refresher trainings.
• Identify process improvements to reduce escalations and improve efficiency.
• Oversee special projects and collaboration between CX, TC, and product teams.

Skills

Coaching/Mentoring

SQL

Ticketing systems

Support KPIs

RealPage products

Troubleshooting

CSAT

Tools

Salesforce

Zendesk

Job description

Make an Impact with RealPage

Looking for a role where your work directly influences business outcomes and customer success?

At RealPage, you'll join a global SaaS technology company that is transforming the real estate industry through innovative software, data, and AI-driven solutions. We empower our teams to think big, take ownership, and deliver meaningful results every day.

Whether you're solving complex challenges, collaborating with global stakeholders, or driving operational excellence, you'll have the opportunity to grow your career while making a real impact.

What You’ll Do

The Product Support Assistant Manager for Customer Support at RealPageis responsible forimproving 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 atdifferent levels, handling straightforward to moderately complex issues to Platinum callclients,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 coachingsessionswithCustomer Support Specialiststo improveFirst Contact Resolution (FCR), Average Handle Time (AHT), andCustomer Experience(CX) scores

• Identifyperformance gapsthrough call/chat/casemonitoring, 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 withCustomer Experience(CX)and TechnicalCoachtoalign coaching with evaluation criteria

• Recommendprocess improvementsto reduce escalations and improve efficiency

Onboarding & Continuous Learning

• Assistinnew hirenesting or OJTto accelerate ramp-up time

• Providerefresher trainingon high-priority issues (e.g., common OneSite errors)

• Developquick-reference guidesand micro-learning contentfor CS Specialist

Process Improvement&ManagingSpecialProject

• Identifiesrecurring patterns and suggests improvements to product functionality or workflows, bridging the gap between customers and the product team.

• Overseeand implementspecialprojectthat management may assign depending on businessneed.

What We’re Looking For

Required

Education & Experience:

• 3+ years in Tier 1/Tier 2 technicalsupport(SaaS, property tech, or ERP software preferred)

• Proventrack recordofcoaching/mentoringin a metrics-driven environment (e.g., QA specialist, team lead)

• Technical aptitude:

• BasicSQL/ticketing systemproficiency(e.g., Salesforce, Zendesk)

• Experience withsupport KPIs(FCR,AHT,CSAT)

Technical Skills:

• Proficiencyin RealPage core products (OneSite,YieldStar) or ability to rapidly learn

• Basic troubleshootingskills (SQL/log analysisis 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 withTC/WFM/CXteams

• Adaptive communication (new hires vs. tenured agents)

Work Schedule & Setup

• Must be willing to work onsite during the first 90 days of training

• Hybrid setup begins on the 4th month, with two onsite days per week

• Supports US business operations - Fixed graveyard shift schedule with night shift allowance

What We Offer

• Enjoy complimentary meals while you’re in the office

• Day 1 HMO coverage with up to two FREE dependents

• Retirement savings plan

• Leave conversion program

• Life insurance coverage

• Enjoy paid time off, company holidays

• Wellness reimbursement benefits of up to PHP 5,000 per year

• Tuition reimbursement of up to PHP 40,000 for approved education and professional development programs

• Access to learning, development, and upskilling opportunities designed to help you grow your career

• Collaborate with talented people and work on solutions that make a real-world impact