SaaS Customer Experience Coach — Elevate CX

REALPAGE (PHILIPPINES), INC.; Metro Manila; Hybrid; PHP 600,000 - 800,000; 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 and company holidays

Wellness reimbursement PHP 5000/year

Tuition reimbursement PHP 40000

Learning, development, and upskilling

Job summary

RealPage Philippines, Inc. is seeking a Customer Experience Coach to elevate the quality of customer interactions within our Tier 1 Product Support team. You will lead training, coaching, and monitoring to uphold RealPage's standards of excellence and directly influence CSAT, NPS, and first-contact resolution.

You will analyze feedback, identify trends, create micro-trainings, CX playbooks, and report insights to leadership, partnering with QA, Training, and Operations to drive improvements.

Qualifications

• 2+ 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).
• Experience working with CSAT, NPS, or customer feedback tools.
• Basic SQL/ticketing system proficiency (e.g., Salesforce, Zendesk).
• Experience with support KPIs (FCR, AHT, CSAT).
• Exceptional communication – ability to model and teach professional, empathetic interactions.
• Active listening and de-escalation techniques.
• Data-driven mindset – ability to interpret CX metrics and translate them into action.
• RealPage product familiarity or ability to quickly learn OneSite, YieldStar, etc.
• Collaboration – works closely 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 critical topics (e.g., de-escalation, active listening, RealPage product knowledge)
• Create and maintain CX playbooks for common customer scenarios
• Track and report on CX metrics (CSAT, NPS, customer sentiment, FCR)
• Partner with matrix partners to align evaluations with CX standards
• Identify repeat customer pain points and collaborate with Product Support to address root causes
• Provide weekly/monthly insights to leadership on CX trends
• Support new hire training with a focus on customer-centric communication
• Develop and review training contents, quick-reference guides, scripts, and role-play scenarios for CS Specialists

Skills

Coaching

Active listening

Communication

Customer feedback tools

Data interpretation

SQL basics

Tools

Salesforce

Zendesk

Job description

RealPage Philippines, Inc. is seeking a Customer Experience Coach to elevate the quality of customer interactions within our Tier 1 Product Support team. You will lead training, coaching, and monitoring to uphold RealPage's standards of excellence and directly influence CSAT, NPS, and first-contact resolution.

You will analyze feedback, identify trends, create micro-trainings, CX playbooks, and report insights to leadership, partnering with QA, Training, and Operations to drive improvements.