Senior Technical Coach: AI-Driven SaaS/ERP Mentorship

Recruitify_HR

Pasig

On-site

PHP 600,000 - 1,200,000

Full time

4 days ago

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Job summary

Recruitify_HR is seeking a Senior Technical Coach II to mentor Technical Coaches and Customer Support Specialists, delivering advanced technical guidance and AI-enabled training to reduce escalations and improve customer outcomes.

You will collaborate with Tier 2/3, Product, and Engineering, design targeted learning paths, develop automation scripts, and support onboarding and certification coverage with microlearning materials.

Qualifications

Bachelor's degree in IT, Business, or related field (or equivalent experience).
2+ years in technical support (SaaS, ERP, or property tech) and 2+ years as Technical Coach are required.
Experience with Python, AI tools, automation, or scripting is required.
Working knowledge of SQL and ticketing systems (Salesforce, Zendesk, JIRA).
1+ year in coaching, training, or leadership role preferred.

Responsibilities

Provide advanced technical coaching through 1:1 and group sessions covering FCR, AHT, CSAT, and resolution quality.
Mentor Technical Coaches and coach frontline agents on complex product issues, integrations, and configuration challenges.
Act as subject matter expert for complex products; partner with Tier 2/3, Product, and Engineering to resolve recurring issues and improve documentation.
Design targeted technical learning paths and facilitate advanced training sessions.
Develop AI-driven solutions, automation scripts, and agentic workflows; train teams on AI tools and best practices.
Support onboarding, upskilling, and product certification coverage; develop microlearning and AI-assisted training materials.