SUMMARY

The Knowledge Content & Operations Coach is responsible for managing and disseminating product-related knowledge for the benefit of Customer Support agents, customers, and AI agents. This role combines business acumen, technology software, and coaching skills to enhance team performance. The ideal candidate will have a good background in the RealPage product portfolio, is detail-oriented, has excellent communication skills, and proven ability to lead and grow others. This is a strategic role working collaboratively with various teams to ensure the efficient flow of knowledge.

Responsible for enhancing the knowledge proficiency and effectiveness of RealPage’s Tier 1 agents and AI agents. This role focuses on curating content, training, mentoring, and continuous improvement to ensure agents can effectively resolve technical issues related to RealPage software. By collaborating with key Operations team members, this leader is a hands-on coach and people leader. The Knowledge Content & Operations Coach directly impacts Tier 1 resolution rate, case deflection, and customer satisfaction through a high-quality and accurate knowledge base.

PRIMARY RESPONSIBILITIES

Knowledge Coach and People Leader

Leads a team of 8-10 knowledge authors and coaches Serves as a knowledge expert and thought partner Teaches, trains, and ensures clear goals and growth plans for team members Builds relationships with key stakeholders in Product Management, Training, Tier 1 Operations, BEST Provides training and support on use of knowledge base and tools Active and hands-on member of the team Identifies issues and patterns, explores and recommends solutions Manages risk and understands the impact to the organization Works autonomously with guidance on complex situations

Knowledge Strategies and Knowledge Base

Leads and executes a short and long-term strategy for knowledge management at RealPage Creates, maintains, and updates the company’s knowledge base for agents, customers, and AI agents Ensures information is accurate, relevant, and easily accessible

Best Practices and Standards

Works with relevant content and training teams to ensure clear hand-offs and expectations Monitors usage, quality, and impact of knowledge articles through effective reporting and insights Proactively reviews cases with Support agents to determine effectiveness of knowledge Facilitates the creation and execution of best practices and action/corrective plans Organizes and facilitates knowledge sharing sessions, workshops, or lunch and learns Scales productivity through innovative processes and/or automation

QUALIFICATIONS

Required:

Bachelor's degree in Information Management, Library Science, Business Administration, or a related field. Minimum of 5 years of experience in knowledge management, information management, Customer Support Operations or a related field. Proven experience in developing and implementing knowledge management strategies and stays up to date on latest trends. 2+ year in a coaching, training, or leadership role (team lead, mentor, or supervisor). 

PREFERRED QUALIFICATIONS 

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, other multi-family, or similar SaaS software solutions.  Familiarity with support tools (e.g., Salesforce, AI related).  Intermediate knowledge of Microsoft PowerPoint, Word and Excel.

Soft Skills:

Ability to put the customer at the center of all decisions   Excellent communication, interpersonal, and problem-solving 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