Overview
The
Performance Coach for Customer Support at RealPage is responsible for
improving agent productivity, quality, and career growth within and outside the T1 support team. This role focuses on
coaching, metric analysis, and workflow optimization to ensure agents meet
SLAs, KPIs, and customer satisfaction goals while reducing unnecessary escalations.
Responsibilities
PRIMARY RESPONSIBILITIES
Performance Monitoring & Coaching
- Conduct 1:1 coaching sessions with Customer Support Specialists to improve First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Experience (CX) scores
- Identify performance gaps through call/chat/case monitoring, ticket audits, and metric trends
- Develop personalized improvement plans for low-performing agents and career growth plans for high performers
- Lead group workshops on efficiency, problem-solving, and RealPage product knowledge
Data-Driven Optimization
- Track and report on T1 KPIs (AHT, FCR, CSAT, schedule adherence)
- Collaborate with Workforce Management (WFM) to forecast staffing needs based on performance trends
- Work with Customer Experience (CX) and Technical Coach to align coaching with evaluation criteria
- Recommend process improvements to reduce escalations and improve efficiency
Onboarding & Continuous Learning
- Assist in new hire nesting or OJT to accelerate ramp-up time
- Provide refresher training on high-priority issues (e.g., common OneSite errors)
- Develop quick-reference guides and micro-learning content for CS Specialist
Qualifications
Qualifications
Required
Education & Experience:
- For Internal Candidates:
- 1+ years as a high-performing RealPage T1 Customer Support Specialists (meeting/exceeding KPIs)
- 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)
- Technical aptitude:
- Basic SQL/ticketing system proficiency (e.g., Salesforce, Zendesk)
- Experience with support KPIs (FCR, AHT, CSAT)
Knowledge/Skills/Abilities
Technical Skills:
- Proficiency in RealPage core products (OneSite, YieldStar) or ability to rapidly learn
- Basic troubleshooting skills (SQL/log analysis is a plus)
- Navigational fluency in ticketing systems (e.g., Salesforce, Zendesk)
Coaching Skills
- Ability to implement structured coaching frameworks
- Skill in translating metrics into actionable improvement plans
- Micro-training delivery for quick skill boosts
Soft Skills
- High emotional intelligence for sensitive performance conversations
- Collaborative mindset to partner with TC/WFM/CX teams
- Adaptive communication (new hires vs. tenured agents)
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/CX teams
- Regular feedback loops with leadership on agent progress
