Assistant Operations Manager

About the Role

The Operations Assistant Manager – Customer Support will lead and coach Customer Support Agents across different experience levels, helping improve productivity, quality, career growth, and customer satisfaction.

You’ll use performance data, coaching, and workflow optimization to help teams meet SLAs, KPIs, and customer satisfaction goals while reducing unnecessary escalations.

The role will manage at least two Team Leaders or CELA and/or a special project , depending on business needs.

Key Responsibilities

• Conduct 1:1 coaching sessions focused on FCR, AHT, and CX scores
• Identify performance gaps through call/chat/case monitoring, ticket audits, and metric trends
• Create improvement plans for low-performing agents and career growth plans for high performers
• Lead group workshops on efficiency, problem-solving, and RealPage product knowledge
• Track and report T1 KPIs, including AHT, FCR, CSAT, and schedule adherence
• Collaborate with WFM on staffing forecasts based on performance trends
• Partner with CX and Technical Coaches to align coaching with evaluation criteria
• Recommend process improvements to reduce escalations and improve efficiency
• Support new-hire nesting/OJT and provide refresher training on high-priority issues
• Develop quick-reference guides and micro-learning content
• Identify recurring customer or workflow issues and recommend improvements
• Oversee and implement special projects assigned by management

Must-Have Qualifications

• 3+ years of Tier 1/Tier 2 technical support experience
• Experience in a metrics-driven environment , such as a QA Specialist or Team Lead role, with proven coaching/mentoring experience
• Basic SQL and/or ticketing system proficiency
• Experience working with support KPIs such as FCR, AHT, and CSAT
• Basic troubleshooting skills
• Ability to implement structured coaching frameworks
• Ability to translate performance metrics into actionable improvement plans
• Ability to deliver micro-training or quick skill-building sessions
• Strong emotional intelligence for sensitive performance conversations
• Ability to collaborate with TC, WFM, and CX teams
• Willingness to work in a hybrid setup
• Willingness to provide occasional overtime or on-call support during critical periods

Good-to-Have

• Experience in SaaS, property technology, or ERP software
• Proficiency in RealPage products such as OneSite or YieldStar , or the ability to rapidly learn them
• Experience with ticketing platforms such as Salesforce or Zendesk
• SQL or log-analysis experience