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
Own customer support cases from initial response through investigation and follow-up, troubleshoot web and mobile workflows, coordinate escalations and regional handoffs, and support strategic accounts.
Build Mozilla’s first B2B technical support operation, owning vendor performance, enterprise escalations, incident response, service metrics, and cross-functional improvements as the business scales.
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.
Leads technical enablement and performance coaching for support teams handling complex SaaS products, improving KPI performance and resolution quality while advancing AI, coding, and automation solutions.
Build and scale support operations for enterprise customers by establishing workflows, support technology, AI-enabled automation, and performance metrics that improve service quality and guide operational decisions.
