Job Description

Sr. Technical Support Coach (T1/T2)

About the role
We're hiring a Sr. Technical Support Coach to elevate frontline support performance. You'll coach agents, analyze metrics, and optimize workflows so the team consistently meets SLAs/KPIs and delivers excellent customer experience—while minimizing unnecessary escalations.

What you'll do

Performance Monitoring & Coaching

  • Run regular 1:1s and side‑by‑sides to improve FCR, AHT, and CSAT.
  • Identify gaps through call/chat/case reviews, ticket audits, and trend analysis.
  • Create targeted improvement plans for low performers and growth plans for high performers.
  • Facilitate group workshops on efficiency, problem‑solving, and product/process know‑how.

Data‑Driven Optimization

  • Track and report Tier 1 KPIs (AHT, FCR, CSAT, schedule adherence).
  • Partner with WFM on staffing/forecasting based on performance trends.
  • Align coaching with CX/QA eva...

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