Team Leader I

international-realpagepms· Operations
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📍 Manila, Pasig, PHOTHER

About this role

Overview

The Pod Lead at RealPage, Inc. is responsible for mentoring and developing Customer Support Specialist, ensuring they deliver exceptional technical assistance to customers. This role combines technical expertise with coaching skills to enhance team performance, improve product knowledge, and drive customer satisfaction. The ideal candidate will have a strong background in RealPage software solutions, excellent communication skills, and a passion for fostering growth in others.  

 

Responsible for enhancing the technical proficiency of RealPage’s Customer Support team. This role focuses on training, mentoring, and troubleshooting support to ensure agents can effectively resolve technical issues related to RealPage software. By providing hands-on coaching and creating technical resources, the Technical Coach directly impacts first-call resolution (FCR), escalation rates, and agent confidence. 

Responsibilities

Technical Support Leadership 

  • Serve as a subject matter expert (SME) on RealPage products, assisting CS Specialists with complex issues.  
  • Escalate unresolved technical issues to relevant teams or matrix partners when necessary.  
  • Stay updated on product updates, bug fixes, and new features to ensure accurate coaching.  

Coaching & Development 

  • Provide one-on-one and group coaching sessions to CS Specialists to improve technical troubleshooting, customer service, and product expertise.  
  • Monitor support interactions (calls, chats, tickets) to identify knowledge gaps and provide constructive feedback.  
  • Submit knowledge base articles, and best practice guides.  
  • Conduct role-playing exercises and simulations to reinforce learning.  

Collaboration & Process Enhancement 

  • Work with Training and CX teams to refine onboarding and continuous learning programs.  
  • Provide feedback to product teams on recurring customer issues and suggest improvements.  
  • Participate in cross-functional meetings to align support strategies with company goals.  

Case Management (PME) 

  • Ticket Intake and Initial Triage including filtering, identification and resolving quick wins issues 
  • Investigation and Diagnosis. Validating reported problems in relevant environments (i.e. clone) 
  • Gather Evidence and necessary information. 
  • Routing and Coordination to responsible groups (T2/T3 etc) 
  • Collaborate cross-functionally
  • Validate fixes and Document Solutions 

Qualifications

  • 1+ years demonstrated mastery supporting the Buildium product and processes
  • 2+ years of technical support experience is required 
  • Flexible, detailed, and able to successfully accept change 
  • Must exhibit excellent written and verbal communication skills 
  • Good working knowledge of Microsoft Word, Excel, and PowerPoint for presentations and reports 
  • Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents 

Frequently Asked Questions

Is the salary disclosed for the Team Leader I position at international-realpagepms?
The salary for this Team Leader I role at international-realpagepms is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Team Leader I position at international-realpagepms located?
This Team Leader I role at international-realpagepms is based in Manila, Pasig, PH. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Team Leader I role at international-realpagepms full-time or part-time?
This is listed as a OTHER position. It is posted as a Team Leader I role in the Operations department at international-realpagepms.
Which team or department does the Team Leader I at international-realpagepms belong to?
This Team Leader I position is part of the Operations department at international-realpagepms. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Team Leader I position at international-realpagepms?
Click the "Apply Now" button on this page. You will be redirected to international-realpagepms's official application portal hosted on icims where you can submit your application directly.
When was the Team Leader I job at international-realpagepms posted?
This Team Leader I position at international-realpagepms was posted on May 8, 2026. Apply as soon as possible — early applications are often reviewed first.
Team Leader I
international-realpagepms
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