Senior Technical Coach: AI-Driven Support Excellence

Our Clients

Pasig

On-site

PHP 900,000 - 1,500,000

Full time

5 days ago

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Job summary

Our Clients is seeking a Senior Technical Coach to lead technical capability development, performance coaching, and operational excellence for customer support teams handling complex enterprise software solutions. You will mentor Technical Coaches and frontline staff, design learning strategies, and drive improvements across cross-functional groups.

The role combines advanced technical expertise with coaching leadership, AI-driven innovation, and a focus on reducing escalations while boosting

Qualifications

Bachelor's degree or equivalent professional experience in IT or related field.
At least 2 years of experience supporting enterprise software, SaaS, ERP, CRM.
Minimum 2 years in a Technical Coach or comparable enablement role.
At least 1 year in coaching, training, mentoring, or leadership.
Proven success coaching technical teams in a metrics-driven environment.
Experience with enterprise software applications.
Working knowledge of AI tools, automation, and scripting.

Responsibilities

Provide technical and performance coaching to Technical Coaches and frontline staff handling complex software products.
Conduct regular one-on-one coaching sessions focused on advanced troubleshooting and metrics.
Support First Contact Resolution, AHT, CSAT, and escalation reduction goals.
Develop and manage performance improvement and career development plans.
Lead technical deep-dive sessions for high-impact incidents and complex customer scenarios.
Promote adoption of troubleshooting frameworks and knowledge resources.