SENIOR TECHNICAL ENABLEMENT LEAD

Clevr OPC; Metro Manila; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

CLEVR in the Philippines seeks a Senior Technical Coach to lead technical enablement and performance coaching for Technical Coaches and frontline Customer Support agents handling complex SaaS products.

The role bridges technical expertise, coaching excellence, and operational performance, driving AI enablement and automation to enhance support delivery. It operates with a hybrid span of responsibility at an ideal ratio of 1:5.

Qualifications

• Bachelor's degree in IT, Business or related field or equivalent experience.
• 2+ years in technical support (SaaS/ERP) and 2+ years as Technical Coach required.
• 1+ year in coaching, training or leadership role required.
• Experience with Python, AI tools, automation or scripting is required.
• Working knowledge of SQL and ticketing systems (Salesforce, Zendesk, JIRA).
• Coaching certification or Learn2Lead/Lead2Succeed preferred.

Responsibilities

• Provide dual-layer coaching (Technical + Performance) covering troubleshooting depth, FCR, AHT, and CSAT.
• Act as SME for complex products; lead deep-dive sessions and escalation reduction.
• Identify skill gaps, design targeted learning paths, and run advanced training.
• Monitor KPIs and use data to drive improvements in behavior and performance.
• Develop AI-driven solutions, automation scripts, and AI workflows; train teams on AI tools.
• Support onboarding, upskilling, and product certification coverage across teams.

Skills

Python

AI tools

Automation

Scripting

SQL

Ticketing systems

Coaching certification

Education

Bachelor's degree in IT/Business or related field

Tools

Salesforce

Zendesk

JIRA

Job description

CLEVR is a game-changer in the Philippine executive search industry. Our services include EXEC+TECH SEARCHES and C-LEVEL SUCCESSION. We are looking for sustainable talents that make quality leaders. Get in touch and explore possible opportunities with our career consultants —let's make progressive changes together! One of our client is looking for:

SR TECHNICAL COACH

Role Overview

The Senior Technical Coach leads technical enablement and performance coaching for Technical Coaches and frontline Customer Support agents handling complex SaaS products. This role bridges technical expertise, coaching excellence, and operational performance, while driving AI enablement and automation to enhance support delivery. Operates with a hybrid span of responsibility at an ideal ratio of 1:5.

Key Responsibilities

• Provide dual-layer coaching (Technical + Performance) covering troubleshooting depth, FCR, AHT, and CSAT; manage PIPs and career development plans.
• Act as subject matter expert for complex products; lead deep-dive sessions, case reviews, and escalation reduction initiatives.
• Identify skill gaps, design targeted learning paths, and facilitate advanced technical training.
• Monitor KPIs and use data-driven insights to drive behavioral and technical improvements.
• Develop AI-driven solutions, automation scripts, and agentic AI workflows; train teams on AI tools and best practices.
• Support onboarding, upskilling, and product certification coverage across teams.

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 — required.
• 1+ year in a coaching, training, or leadership role is required.
• Experience with Python, AI tools, automation, or scripting is required.
• Working knowledge of SQL and ticketing systems (Salesforce, Zendesk, JIRA).
• Coaching certification or Learn2Lead/Lead2Succeed preferred.

Additional Information

• Hybrid work setup with work locations in Ortigas, Pasig City or Cebu City.