CX Coach SaaS Experience Background Required

TheCustomer Experience Coachis responsible for elevating the quality of customer interactions across RealPages Tier 1 Product Support team. This role focuses ontraining coaching and monitoringto ensure every customer engagement reflects RealPages standards of excellence. By analyzing customer feedback identifying trends and delivering targeted coaching the CX Coach directly impactsCSAT NPS and first-contact resolution rates.

PRIMARY RESPONSIBILITIES

Coaching & Development

• Conduct1:1 and group coaching sessionswith CS Specialists to improve communication problem-solving and empathy
• Monitorcalls chats and ticketsto identify CX improvement opportunities
• Develop and delivermicro-training sessionson critical topics (e.g. de-escalation active listening RealPage product knowledge)
• Create and maintainCX playbooksfor common customer scenarios

Performance Analysis & Reporting

• Track and report onCX metrics(CSAT NPS customer sentiment FCR)
• Partner withmatrix partners to align evaluations with CX standards
• Identifyrepeat customer pain pointsand collaborate with Product Support to address root causes
• Provideweekly/monthly insightsto leadership on CX trends

SUB RESPONSIBILITIES

Onboarding & Continuous Learning

• • Supportnew hire trainingwith a focus on customer-centric communication such as training facilitation.
  • Develop and review training contentsquick-reference guides scripts and role-play scenarios for CS Specialists
  • Stay updated onRealPage product changesto ensure all relevant materials are current thru first hand experience handling which may include but not limited to call taking and case management.

QUALIFICATIONS

Required

Education & Experience:

• For Internal Candidates:
• 1 years as ahigh-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 inTier 1/Tier 2 technical support(SaaS property tech or ERP software preferred)
• Proven track record ofcoaching/mentoringin a metrics-driven environment (e.g. QA specialist team lead)
• Experience working withCSAT NPS or customer feedback tools

Technical aptitude:

• • BasicSQL/ticketing system proficiency(e.g. Salesforce Zendesk)
  • Experience withsupport 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 inSix Sigma COPC customer experience (CCXP) coaching or training
• Background inproperty management or real estate tech
• Experience withCRM 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 ofindependent coachingandcollaboration with TC/WFM/PC teams
  • Regularfeedback loopswith leadership on agent progress