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
Manage customer accounts and end-to-end orders, resolve inquiries, coordinate delivery with internal teams, and support sales, forecasting, and service improvements across a customer portfolio.
Own customer benefits inquiries from start to resolution, providing clear guidance on benefit plans and wellness perks while troubleshooting issues and helping improve support processes and products.
Support advisers and clients across multiple channels, resolve complex financial services enquiries, and help establish a new customer solutions team through product expertise, problem-solving, and knowledge sharing.
Realiza atendimentos complexos e consultivos a beneficiários, resolve casos críticos e contribui para a qualidade da experiência, os indicadores da área e o desenvolvimento de novos colaboradores.
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.
