Senior Technical Lead

The Senior Technical Coach leads technical enablement and performance coaching across both Technical Coaches 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 support delivery. The Senior Technical Coach operates with a hybrid span of responsibility:

• Oversees and mentors Technical Coaches or;

• Directly supports a small group of complex-product agents (ideal ratio 1:5) through performance and technical coaching This position collaborates closely with Product, Engineering, CX, WFM, and Training teams to optimize processes, reduce escalations, and elevate both technical and customer experience outcomes.