Senior Technical Coach - AI-Driven Support Leader

Our Clients

Pasig

On-site

PHP 1,200,000 - 1,800,000

Full time

8 days ago

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Job summary

Our client in Pasig, Manila 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. This role combines advanced technical expertise with coaching leadership and AI-driven innovation to improve service quality and reduce escalations.

You will mentor Technical Coaches, design structured learning paths, and collaborate with Product, Engineering, and

Qualifications

Bachelor's degree or equivalent professional experience in IT/business.
Minimum 2 years of experience supporting enterprise software, SaaS, ERP, CRM, or similar platforms.
Minimum 2 years of experience in a Technical Coach or comparable technical enablement role.
At least 1 year of experience in coaching, training, mentoring, or team leadership.

Responsibilities

Provide technical and performance coaching to Technical Coaches and frontline support specialists handling complex software products.
Conduct regular coaching sessions focused on advanced troubleshooting, FCR, AHT, and CSAT.
Develop and manage performance improvement and career development plans.
Mentor Technical Coaches to strengthen coaching effectiveness and knowledge transfer across teams.
Lead technical deep-dive sessions for high-impact incidents and complex customer scenarios.
Partner with Product, Engineering, and advanced support teams to resolve recurring technical issues and improve knowledge resources.