Senior SaaS Support Coach — AI Enablement & Performance

Octal Philippines Inc.

Manila

Hybrid

PHP 600,000 - 1,000,000

Full time

3 days ago

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Job summary

Octal Philippines Inc. is seeking a Senior Technical Coach to lead technical enablement and performance coaching across both Technical Coaches and frontline Customer Support agents handling complex products like OneSite, Knock, and Accounting.

The role supports a hybrid work setup and emphasizes achieving strong operational KPIs while driving continuous improvement and AI-enabled innovation.

Qualifications

Bachelor’s degree in IT, Business, or related field (or equivalent experience)
2+ years in technical support (SaaS, ERP, or property tech preferred)
Experience supporting complex products (e.g., OneSite, Accounting, CRM tools)
Minimum 2 years experience as Technical Coach or equivalent role
Experience in Phyton, AI tools, automation, or scripting Preferred
Certification in Learn2Lead / Lead2Succeed
Coaching Certification
Proven experience in performance coaching in a metric-driven environment
1 year plus in coaching, training, or leadership role

Responsibilities

Leads technical enablement and performance coaching across Technical Coaches and frontline Customer Support agents handling complex products.
Ensures agents meet KPIs, deliver high-quality resolutions, and continuously improve.
Bridges technical expertise with coaching excellence and drives AI-enabled innovation for delivery support.

Job description

The role supports a hybrid work setup and emphasizes achieving strong operational KPIs while driving continuous improvement and AI-enabled innovation.

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