Customer Support CX & Training Assistant Manager

PRIMARY RESPONSIBILITIES

Quality and Customer Experience

• Lead and support quality initiatives to maintain service excellence and compliance with standards.
• Monitor performance metrics, identify trends, and implement corrective actions to improve customer experience.
• Collaborate with cross-functional teams to resolve escalations and enhance processes.
• Create and monitor action plans for recurring defects, low-performing teams, process gaps, and customer-impacting issues.
• Analyze Voice of Customer data, customer feedback, complaint themes, survey results, and escalation trends to identify friction points and recommend improvements to customer journeys and support processes.

Training and Development

• Facilitate onboarding, product, and skills-based training sessions for new hires and existing staff.
• Update and develop training materials, ensuring relevance and accuracy.
• Mentor and coach trainers, calibrate evaluation standards, and monitor training effectiveness.
• Collect and analyze training data to identify knowledge gaps and recommend improvements.

Leadership and Collaboration

• Coordinate schedules and resources across departments to ensure smooth operations.
• Partner with Workforce Management, Quality Assurance, and Operations teams to align training and CX strategies.
• Represent the CX and Training function in cross-functional meetings and initiatives.
• Partner with Operations leaders to convert quality insights into coaching plans, process improvements, knowledge updates, and measurable performance outcomes.

Technical Proficiency

• Utilize workforce management tools, CRM systems (e.g., Salesforce, Zendesk), and LMS platforms.
• Apply data analytics to forecast staffing needs and measure training impact.
• Maintain proficiency in RealPage products and eLearning tools (e.g., Articulate, Rise).

QUALIFICATIONS

Required:

Education Background

• Bachelor’s degree preferred; high school diploma or equivalent required.

Experience

• 2–4 years of experience in customer experience, training, or leadership support roles (SaaS, ERP, or property tech preferred)
• Strong communication, analytical, and organizational skills.
• Proficiency in MS Office, LMS platforms, and CRM tools.
• Knowledge of adult learning principles and quality assurance practices.

Knowledge/Skills/Abilities

• Understanding of customer experience principles and quality assurance practices
• Knowledge of adult learning principles and instructional design
• Familiarity with RealPage products and services
• Ability to interpret performance metrics and apply data-driven insights
• Strong organizational and time management skills

Technical Skills

• Technical aptitude:
• Advanced troubleshooting in SaaS environments
• Working knowledge of:
• SQL / data analysis
• Ticketing systems (Salesforce, Zendesk, JIRA)
• Basic to intermediate Phyton coding/scripting skills
• Experience with AI tools and automation platforms

Coaching Skills

• Ability to mentor and develop trainers and team members
• Skilled in calibrating evaluation standards and providing constructive feedback
• Competence in facilitating onboarding and skills-based training sessions
• Experience in monitoring learner progress and addressing knowledge gaps

Soft Skills

• Exceptional communication and active listening
• Strong collaboration and interpersonal skills
• Adaptability and problem-solving under pressure
• Analytical thinking and attention to detail
• Professionalism and reliability in a fast-paced environment

Physical Demands and Working Conditions

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