Job Description

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:

Onsite/Hybrid work setup with work locations in Ortigas, Pasig City or Cebu City. Night shift schedule.