Customer Experience Coach (Tier 1 Support)

About the role

The Customer Experience (CX) Coach will elevate the quality of every interaction handled by RealPage’s Tier 1 Product Support team. By coaching, training, and monitoring agents, the CX Coach ensures that customer engagements meet RealPage’s standards of excellence and directly improve CSAT, NPS, and first‑contact resolution.

Key responsibilities

• Conduct 1:1 and group coaching sessions to improve communication, problem‑solving and empathy.
• Monitor calls, chats and tickets, identifying opportunities for CX improvement.
• Develop and deliver micro‑training on topics such as de‑escalation, active listening and product knowledge.
• Create and maintain CX playbooks for common scenarios.
• Track and report CX metrics (CSAT, NPS, sentiment, FCR) and provide insights to leadership.
• Partner with QA, Training and Operations to align evaluations with CX standards.
• Identify repeat pain points and collaborate with Product Support to address root causes.
• Support onboarding of new hires and continuously update training materials.

Required profile

• For internal candidates: 1+ years as a high‑performing RealPage Tier 1 Support Specialist and 1+ year in coaching, QA or team‑lead role.
• For external candidates: 2+ years in Tier 1/2 technical support (SaaS, property‑tech or ERP preferred) with a proven coaching or mentoring track record.
• Experience using CSAT, NPS or similar feedback tools.
• Basic SQL knowledge and familiarity with ticketing systems (e.g., Salesforce, Zendesk).
• Certification in Learn2Lead, Lead2Succeed, or other coaching programs is a plus.

Required skills

• SQL (basic)
• Salesforce (ticketing/CRM)
• Zendesk (ticketing platform)