POD Leader, Product Support - Accounting

Summary

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 (e.g., OneSite, YieldStar, Leasing & Accounting suites). By providing hands-on coaching and creating technical resources, the Technical Coach directly impacts first-call resolution (FCR), escalation rates, and agent confidence.

Primary 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

Required:

• Education: Bachelor’s degree in IT, Business, or related field (or equivalent experience).
• Experience: 2+ years in technical support, preferably with RealPage products (e.g., property management software, accounting, or CRM tools).
• 1+ year in a coaching, training, or leadership role (team lead, mentor, or supervisor).
  
  
  

Preferred Qualifications

• Certification in Learn2Lead or Lead2succeed program
• RealPage product certifications.
• Experience in multifamily housing/property management industry.
  
  
  

Work Environment

• Fast-paced, customer-focused support environment.
• Hybrid work setup
• Occasional overtime or on-call support during critical periods.
  
  
  

Knowledge/Skills/Abilities

Required:

Technical Skills

• Proficiency in RealPage platforms (e.g., OneSite, YieldStar, LeasingDesk).
• Strong troubleshooting skills in SaaS environments.
• Familiarity with support tools (e.g., Zendesk, Salesforce, JIRA).
• Basic to Intermediate knowledge of Microsoft PowerPoint, Word and Excel.
  
  
  

Soft Skills

• Excellent communication and active listening skills.
• Patience and empathy when coaching team members.
• Ability to simplify complex technical concepts for learners.
• Strong organizational & time-management skills with the ability to handle multiple tasks
• Ability to collaborate effectively with team members