CX Coach - SaaS Experience / Background Required

Overview

The Customer Experience Coach is responsible for elevating the quality of customer interactions across RealPage’s Tier 1 Product Support team. This role focuses on training, coaching, and monitoring to ensure every customer engagement reflects RealPage’s standards of excellence. By analyzing customer feedback, identifying trends, and delivering targeted coaching, the CX Coach directly impacts CSAT, NPS, and first-contact resolution rates.

Responsibilities

PRIMARY RESPONSIBILITIES

Coaching & Development

• 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

Performance Analysis & Reporting

• 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

SUB RESPONSIBILITIES

Onboarding & Continuous Learning

• • Support new hire training with a focus on customer-centric communication, such as training facilitation.
  • Develop and review training contents, quick-reference guides, scripts, and role-play scenarios for CS Specialists
  • Stay updated on RealPage product changes to ensure all relevant materials are current thru first hand experience handling which may include but not limited to call taking and case management.

Qualifications

QUALIFICATIONS

Required

Education & Experience:

• For Internal Candidates:
• 1+ years as a high-performing RealPage T1 Customer Support Specialists (meeting/exceeding KPIs)
• 1+ year in coaching, QA, or leadership (team lead, mentor, or trainer)
• Experience mentoring peers or assisting in training (even informally)
• Certification in Learn2Lead or Lead2succeed program
• Coaching Certification

• For External Candidates:

• 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

Technical aptitude:

• • Basic SQL/ticketing system proficiency (e.g., Salesforce, Zendesk)
  • Experience with support KPIs (FCR, AHT, CSAT)

KNOWLEDGE/SKILLS/ABILITIES

Required Skills:

• Exceptional communication – ability to model and teach professional, empathetic interactions
• Active listening & 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

Preferred Qualifications:

• Certification in Six Sigma, COPC, customer experience (CCXP), coaching, or training
• Background in property management or real estate tech
• Experience with CRM tools (Salesforce, Zendesk, etc.)

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 TC/WFM/PC teams
  • Regular feedback loops with leadership on agent progress