The Senior Technical Coach leads technical enablement and performance coaching across both
Technical Coaches and/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
delivery support.
Requirements
Required:
• Bachelor’s degree in IT, Business, or related field (or equivalent experience)
• 2+ years in technical support (SaaS, ERP, or property tech preferred)
• Experience supporting complex products (e.g., OneSite, Accounting, CRM tools)
• Minimum 2 years experience as Technical Coach or equivalent role
• Experience in Phyton, AI tools, automation, or scripting Preferred
• Certification in Learn2Lead / Lead2Succeed
• Coaching Certification
• Proven experience in performance coaching in a metric-driven environment
• 1 year plus in coaching, training, or leadership role Work Environment
• Fast-paced, customer-focused support environment.
• Hybrid work setup
• Occasional overtime or on-call support during critical periods
Build Mozilla’s first B2B technical support operation, owning vendor performance, enterprise escalations, incident response, service metrics, and cross-functional improvements that help customers resolve complex technical issues.
Provide technical and functional support to restaurant customers across chat, voice, and casework, resolving issues, explaining solutions clearly, and helping improve the customer support experience.
Manages customer accounts and end-to-end order fulfillment, resolving issues and coordinating with sales, production, and internal teams to deliver a reliable customer experience and improve service processes.
Realiza atendimentos complexos e consultivos a beneficiários, resolve casos críticos e contribui para a qualidade, os indicadores e a melhoria contínua, além de apoiar e desenvolver colegas.
Own complex technical customer issues from investigation through resolution, lead high-stakes support calls, partner with Product and Engineering on bugs, and help peers strengthen troubleshooting practices.
