Senior Team Leader (Sr. TL)

Octal Philippines Inc.; Manila; Hybrid; PHP 1,004,000 - 1,562,000; Full time

Job summary

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

The role bridges technical expertise with coaching excellence to ensure KPIs are met, high-quality resolutions are delivered, and ongoing improvements through AI enablement, coding, automation, and development of agentic AI solutions.

Qualifications

• Bachelor’s degree in IT, Business, or related field (or equivalent experience).

Responsibilities

• Lead technical enablement and performance coaching across Technical Coaches and frontline Support agents.

Skills

Technical coaching

Performance coaching

AI enablement

Automation

Scripting

Education

Bachelor’s degree in IT/Business or related field

Equivalent experience

Tools

Python

AI tools

Automation

Job description

The Senior Technical Coach leads technical enablement and performance coaching across both

Technical Coaches and/or frontline Customer Support agents handling complex products (e.g.,

OneSite, Knock, Accounting). This role expands beyond technical coaching into direct

performance coaching, ensuring agents and coaches meet operational KPIs, deliver high-quality

resolutions, and continuously improve. The role is responsible for bridging technical expertise,

coaching excellence, and operational performance, while also driving innovation through AI

enablement, including coding, automation, and development of agentic AI solutions to enhance

delivery support.

Required:

• 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

Work Environment

• Fast-paced, customer-focused support environment.
• Hybrid work setup
• Occasional overtime or on-call support during critical periods