About the role
Role Overview
The Technical Coach II is a senior individual contributor responsible for mentoring Technical Coaches and Customer Support Specialists to deliver exceptional technical assistance. This role combines deep technical expertise, coaching excellence, and AI-enabled innovation to drive escalation reduction, capability building, and improved customer outcomes.
Key Responsibilities
- Provide advanced technical coaching through 1:1 and group sessions covering FCR, AHT, CSAT, and resolution quality.
- Mentor Technical Coaches and coach frontline agents on complex product issues, integrations, and configuration challenges.
- Act as subject matter expert for complex products; partner with Tier 2/3, Product, and Engineering to resolve recurring issues and improve documentation.
- Design targeted technical learning paths and facilitate advanced training sessions.
- Develop AI-driven solutions, automation scripts, and agentic workflows; train teams on AI tools and best practices.
- Support onboarding, upskilling, and product certification coverage; develop microlearning and AI-assisted training materials.
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 is required.
- Experience with Python, AI tools, automation, or scripting is required.
- Working knowledge of SQL and ticketing systems (Salesforce, Zendesk, JIRA).
- 1+ year in coaching, training, or leadership role preferred.
- Coaching certification or product certifications preferred.
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