Senior AI Enablement Lead: Technical Coaching for Support

Our Clients

Pasig

On-site

PHP 1,200,000 - 2,400,000

Full time

14 days+

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Job summary

Our Clients in the Philippines seeks a Senior Technical Enablement Lead (AI & Support Operations) to drive expert coaching, troubleshoot complex SaaS issues, and push AI-enabled improvements across customer-facing teams. You will mentor Enablement Specialists and front-line agents, design learning paths, and partner with Engineering, Product, and Operations to reduce escalations and elevate customer experience.

Strong SQL, scripting, and ticketing tools are essential.

Qualifications

2+ years of technical support experience in SaaS, ERP, or enterprise platforms.
1+ year in a coaching, mentoring, or leadership capacity.
Hands-on experience with SQL and basic scripting (e.g., Python).
Experience with Jira, Zendesk, Salesforce and enterprise SaaS platforms.

Responsibilities

Provide advanced technical and performance coaching to support teams handling complex SaaS products and configurations.
Mentor frontline support agents in resolving complex technical issues and guide KPI-focused coaching.
Lead deep-dive case reviews and facilitate technical knowledge-sharing sessions.
Identify capability gaps and design structured learning paths to improve proficiency.
Collaborate with engineering, product, and operations to improve documentation and reduce escalations.
Drive AI and automation initiatives by developing scripts and workflows to enhance support efficiency.
Support training strategy, onboarding programs, and continuous learning initiatives.