Senior AI Enablement Lead for Support Operations
Our Clients
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Job summary
Our Clients is seeking a Senior Technical Enablement Lead (AI & Support Operations) to drive advanced technical coaching, performance improvement, and AI-enabled support innovations across customer-facing teams. The role blends engineering know-how with leadership to elevate troubleshooting, resolution quality, and customer experience.
You will mentor Enablement Specialists, lead deep-dive case reviews, and push AI-driven initiatives such as automation scripts and knowledge retrieval
Qualifications
- Minimum 2+ years in technical support within SaaS, ERP, or enterprise platforms.
- At least 1+ year in a coaching, mentoring, or leadership role.
- Hands-on troubleshooting for complex enterprise systems; familiarity with support metrics like FCR, AHT, CSAT.
Responsibilities
- Provide advanced technical and performance coaching to support teams handling complex SaaS products and configurations.
- Conduct structured coaching sessions focused on troubleshooting depth, resolution quality, customer experience, and key support KPIs (FCR, AHT, CSAT).
- Mentor Enablement Specialists and guide frontline agents in resolving complex issues, including integrations and configurations.
- Lead deep-dive case reviews and knowledge-sharing sessions.
- Identify capability gaps and design learning paths to improve proficiency and consistency.
- Collaborate with engineering, product, and operations to improve documentation and reduce escalations.
- Drive AI and automation initiatives by developing scripts, tools, or workflows to enhance support efficiency.
- Support training strategy, onboarding programs, and continuous learning initiatives.
Skills
Tools
Job description
Our Clients is seeking a Senior Technical Enablement Lead (AI & Support Operations) to drive advanced technical coaching, performance improvement, and AI-enabled support innovations across customer-facing teams. The role blends engineering know-how with leadership to elevate troubleshooting, resolution quality, and customer experience.
You will mentor Enablement Specialists, lead deep-dive case reviews, and push AI-driven initiatives such as automation scripts and knowledge retrieval
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