Product Support Lead — Coaching, CX & KPI Excellence

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

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.