Senior AI Enablement Lead - Technical Support Coaching
Our Clients
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Job summary
Our Clients is seeking a Senior Technical Enablement Lead (AI & Support Operations) to elevate technical coaching, resolve complex issues, and drive AI-enabled support improvements. You will mentor engineers and agents, develop learning paths, and partner with engineering, product, and operations to cut escalations.
The role emphasizes coaching, performance metrics, and hands-on automation; strong communication and analytic skills are essential.
Qualifications
- 2+ years of technical support experience in SaaS/enterprise platforms.
- 1+ year in a coaching, mentoring, or leadership capacity.
- Troubleshoot complex technical issues and improve performance with data.
- Experience with FCR, AHT, CSAT metrics and improvement initiatives.
- Hands-on SQL and basic scripting (Python) required.
Responsibilities
- Provide advanced technical and performance coaching to support teams.
- Lead deep-dive case reviews and knowledge-sharing sessions.
- Mentor enablement specialists and frontline agents on complex issues.
- Identify capability gaps and design structured learning paths.
- Drive AI and automation initiatives to improve efficiency and quality.
- Collaborate with engineering, product, and operations to reduce escalations.
- Support training strategy, onboarding, and continuous learning.
Skills
Tools
Job description
Our Clients is seeking a Senior Technical Enablement Lead (AI & Support Operations) to elevate technical coaching, resolve complex issues, and drive AI-enabled support improvements. You will mentor engineers and agents, develop learning paths, and partner with engineering, product, and operations to cut escalations.
The role emphasizes coaching, performance metrics, and hands-on automation; strong communication and analytic skills are essential.
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