Senior AI Enablement Lead: Technical Coaching & Support Ops

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 is seeking a Senior Technical Enablement Lead (AI & Support Operations) to drive advanced technical coaching and AI-enabled support innovations across customer-facing teams.

You will mentor specialists, optimize KPIs like FCR, AHT, and CSAT, and collaborate with engineering, product, and operations to reduce escalations while building structured learning paths and automation scripts to boost efficiency.

Qualifications

2+ years of technical support experience in SaaS, ERP, or enterprise platforms.
1+ year in coaching, mentoring, or leadership.
Experience troubleshooting complex issues and supporting enterprise systems; exposure to FCR, AHT, CSAT metrics.
Hands-on experience with SQL, basic scripting (Python), ticketing systems (Jira, Zendesk, Salesforce), and AI/automation tools.
Strong communication, analytical thinking, problem-solving, and ability to influence across levels.

Responsibilities

Provide advanced technical and performance coaching to support teams handling complex SaaS products.
Mentor frontline agents and guide deep-dive case reviews and knowledge-sharing sessions.
Identify capability gaps and design structured learning paths to improve proficiency and performance.
Drive AI and automation initiatives by developing scripts and tools for support operations.
Support training strategy, onboarding programs, and continuous learning across teams.
Collaborate with engineering, product, and operations to improve docs and reduce escalations.