Customer Support CX & Training Assistant Manager

Overview

The Assistant Manager, Training and Customer Experience plays a dual role in ensuring exceptional service quality and delivering high-impact training programs. This position is responsible for analyzing performance data, driving continuous improvement initiatives, and supporting operational excellence through effective coaching and training. The role combines leadership in quality assurance with oversight of onboarding, product, and skills-based training, ensuring alignment with organizational goals and customer satisfaction standards.

Responsibilities

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).

AI, Automation & Innovation

• Drive adoption of AI-enabled support capabilities:
• Develop and implement AI-assisted training materials (e.g., copilots, automation scripts)
• Perform basic to intermediate coding/scripting (e.g., SQL, Python, automation tools)
• Design and build agentic AI workflows
• Partner with internal teams to integrate AI into support operations
• Train Technical Coaches and agents on AI tool usage and best practices

Qualifications

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