{"id":2704667,"url":"https://alion.io/job/realpage-cx-coach-saas-experience-background-required","title":"CX Coach - SaaS Experience / Background Required","company":{"id":20073,"name":"RealPage","domain":"realpage.com","url":"https://alion.io/company/realpage","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Education","role_family":"Education","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7500,"max_usd":17000,"period":"year","method":"role_country_seniority_unknown","sample_n":11},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false},{"name":"PHP","optional":true}],"status":"live","first_seen_at":"2026-10-16T12:12:49Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-11-01T17:37:14Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":16},"description":"Overview\nMake an Impact with RealPage\nLooking for a role where your work directly influences business outcomes and customer success?\nAt RealPage, you'll join a global SaaS technology company that is transforming the real estate industry through innovative software, data, and AI-driven solutions. We empower our teams to think big, take ownership, and deliver meaningful results every day.\nWhether you're solving complex challenges, collaborating with global stakeholders, or driving operational excellence, you'll have the opportunity to grow your career while making a real impact.\nWhat You'll Do\nThe 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.\nResponsibilities\nPRIMARY RESPONSIBILITIES\nCoaching & Development\nConduct 1:1 and group coaching sessions with CS Specialists to improve communication, problem-solving, and empathy\nMonitor calls, chats, and tickets to identify CX improvement opportunities\nDevelop and deliver micro-training sessions on critical topics (e.g., de-escalation, active listening, RealPage product knowledge)\nCreate and maintain CX playbooks for common customer scenarios\nPerformance Analysis & Reporting\nTrack and report on CX metrics (CSAT, NPS, customer sentiment, FCR)\nPartner with matrix partners to align evaluations with CX standards\nIdentify repeat customer pain points and collaborate with Product Support to address root causes\nProvide weekly/monthly insights to leadership on CX trends\nSUB RESPONSIBILITIES\nOnboarding & Continuous Learning\nSupport new hire training with a focus on customer-centric communication, such as training facilitation.\nDevelop and review training contents, quick-reference guides, scripts, and role-play scenarios for CS Specialists\nStay 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.\n\nQualifications\nQUALIFICATIONS\nRequired\nEducation & Experience:\nFor Internal Candidates: \n1+ years as a high-performing RealPage T1 Customer Support Specialists (meeting/exceeding KPIs)\n1+ year in coaching, QA, or leadership (team lead, mentor, or trainer)\nExperience mentoring peers or assisting in training (even informally)\nCertification in Learn2Lead or Lead2succeed program\nCoaching Certification\nFor External Candidates:\n2+ years in Tier 1/Tier 2 technical support (SaaS, property tech, or ERP software preferred)\nProven track record of coaching/mentoring in a metrics-driven environment (e.g., QA specialist, team lead)\nExperience working with CSAT, NPS, or customer feedback tools\nTechnical aptitude:\nBasic SQL/ticketing system proficiency (e.g., Salesforce, Zendesk)\nExperience with support KPIs (FCR, AHT, CSAT)\n\nKNOWLEDGE/SKILLS/ABILITIES\nRequired Skills:\nExceptional communication - ability to model and teach professional, empathetic interactions\nActive listening & de-escalation techniques\nData-driven mindset - ability to interpret CX metrics and translate them into action\nRealPage product familiarity (or ability to quickly learn OneSite, YieldStar, etc.)\nCollaboration - works closely with QA, Training, and Operations teams\nPreferred Qualifications:\nCertification in Six Sigma, COPC, customer experience (CCXP), coaching, or training\nBackground in property management or real estate tech\nExperience with CRM tools (Salesforce, Zendesk, etc.)\nWork Environment\nFast-paced, customer-focused support environment. \nHybrid work setup\nOccasional overtime or on-call support during critical periods.\nCombination of independent coaching and collaboration with TC/WFM/PC teams\nRegular feedback loops with leadership on agent progress\n\nWork Schedule & Setup\nMust be willing to work onsite during the first 90 days of training\nHybrid setup begins on the 4th month, with two onsite days per week\nSupports US business operations - Fixed graveyard shift schedule with night differential pay\nWhat We Offer\nEnjoy complimentary meals while you’re in the office\nDay 1 HMO coverage with up to two FREE dependents\nRetirement savings plan\nLeave conversion program\nLife insurance coverage\nEnjoy paid time off, company holidays\nWellness reimbursement benefits of up to PHP 5,000 per year\nTuition reimbursement of up to PHP 40,000 for approved education and professional development programs\nAccess to learning, development, and upskilling opportunities designed to help you grow your career\nCollaborate with talented people and work on solutions that make a real-world impact","description_format":"text","description_chars":4851,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Hybrid work","Insurance coverage","Life insurance","Professional development","Retirement plans"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate","Property Management","PropTech"],"lifecycle":[{"event":"open","at":"2026-10-16T12:12:49Z"}],"visa":[],"liveness":{"score":58,"band":"ok","label":"Likely open","p_open":1,"p_active":0.776,"p_room":0.75,"age_days":15,"expected_fill_days":22,"reasons":["conf:0","velocity","win:late"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/realpage-cx-coach-saas-experience-background-required","json_url":"https://alion.io/job/realpage-cx-coach-saas-experience-background-required.json","meta":{"generated_at":"2026-11-01T20:31:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31464,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":20073},"rest":"https://alion.io/mcp/rest/get_company?id=20073"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frealpage-cx-coach-saas-experience-background-required"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frealpage-cx-coach-saas-experience-background-required"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frealpage-cx-coach-saas-experience-background-required"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/realpage-cx-coach-saas-experience-background-required\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frealpage-cx-coach-saas-experience-background-required"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2704667}},{"tool":"search_jobs","arguments":{"company":"realpage.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2704667},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}