AI-Driven Technical Enablement Lead, Support Operations

Create Synergies Inc.

Pasig

On-site

PHP 900,000 - 1,200,000

Full time

14 days+

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Job summary

Create Synergies Inc. is seeking a Senior Technical Enablement Lead (AI & Support Operations) to coach and elevate our customer-facing support teams.

You will drive KPI-driven coaching, mentor Enablement Specialists, and design AI-enabled solutions to improve resolution quality and customer experience. The role requires hands-on troubleshooting of SaaS enterprise platforms, experience with Jira, Zendesk, Salesforce, and scripting in Python, plus strong communication and analytical skills to

Qualifications

2+ years of technical support experience in SaaS, ERP, or enterprise platforms.
1+ year in a coaching, mentoring, or leadership capacity.
Experience troubleshooting complex technical issues and supporting enterprise systems.
Exposure to support metrics (FCR, AHT, CSAT) and improvement initiatives.
Hands-on with SQL and basic scripting (Python).
Familiarity with Jira, Zendesk, Salesforce, and automation tools.

Responsibilities

Provide advanced technical and performance coaching to support teams handling complex SaaS products.
Mentor Technical Enablement Specialists and guide frontline agents on complex issues.
Lead deep-dive case reviews and facilitate knowledge-sharing sessions.
Identify capability gaps and design structured learning paths to improve proficiency and performance.
Collaborate with engineering, product, and operations to improve docs, reduce escalations, and drive AI/automation initiatives.
Support training strategy execution, onboarding programs, and continuous learning across teams.