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Five9

Support Enablement Lead

Five9

. Coordinate case progression across internal stakeholders and monitor open cases for SLA risks, customer dissatisfaction, stalled progress, and recurring trends.

Posted 11/11/2026full-timeManila • PhilippinesSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in Technical Support and Escalation Management, with a strong focus on customer satisfaction and case lifecycle coordination. Proficient in analyzing trends, managing complex issues, and ensuring SLA compliance while maintaining effective communication across stakeholders.

Highest-signal resume keywords
Technical Support ExperienceEscalation ManagementCross-Functional CoordinationAnalytical Problem-SolvingSaaS Environment Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Case ManagementCustomer SuccessService DeliveryTechnical Account ManagementIncident ManagementSLA ComplianceReportingAction PlanningTrend AnalysisAccount Health Checks
Soft Skills
Strong OrganizationExcellent CommunicationAttention to DetailSound JudgmentOwnership
Tools & Technologies
SalesforceMonday.comLookerSlackJiraFive9 Components
Certifications & Qualifications
ITIL Foundation
Industry Keywords
Cloud CommunicationsContact Center TechnologyCustomer EnablementEnterprise TechnologySupport Metrics

Tech Stack

Tools & technologies
Cloud

About the role

Key responsibilities & impact
  • Coordinate case progression across internal stakeholders and monitor open cases for SLA risks, customer dissatisfaction, stalled progress, and recurring trends.
  • Guide Support Supervisors, Agents, and Engineers to align investigations with customer priorities and maintain visibility of owners, action plans, blockers, and next steps.
  • Identify recurring patterns and systemic issues across managed accounts, explore root causes, recommend longer-term improvements, conduct account health checks, and track emerging risks.
  • Coordinate critical escalations, develop fact-based narratives, serve as liaison during sensitive or executive escalations, provide customer updates, set expectations, and relay customer pain points.
  • Partner with Support Supervisors, TAC, Product, Engineering, CSMs, TAMs, and other stakeholders to facilitate coordination and clarify ownership and follow-through.
  • Lead account discovery to understand customer context, technology usage, integrations, and key contacts.
  • Maintain documentation in Salesforce, Monday.com, CSI, and Looker as applicable.
  • Define engagement intensity (Red, Orange, Yellow, Green), track escalation resolution efficiency, proactive case reduction, and SLA compliance, and prepare account and case reports.
  • Ensure managed accounts have visibility into case status, risks, owners, and next steps; maintain momentum on complex cases; proactively raise SLA risks and recurring issues; and provide timely, accurate communications and reporting.

Requirements

What you’ll need
  • At least 4 years of experience in Technical Support, Customer Enablement, Escalation Management, Customer Success, Technical Account Management, Service Delivery, or a related customer-facing role.
  • Experience managing escalations and coordinating case lifecycles in a SaaS, cloud communications, contact center technology, or comparable enterprise technology environment.
  • Strong organization and ability to manage multiple accounts, complex issues, and competing priorities.
  • Excellent written and verbal communication, including senior-stakeholder engagement and explaining technical issues to varied audiences.
  • Demonstrated cross-functional coordination, clear action planning, and follow-through.
  • Strong analytical, critical-thinking, and problem-solving skills, including identifying technical trends and support gaps.
  • High attention to detail, sound judgment, ownership, and experience with case management, CRM, collaboration, and reporting tools.
  • Preferred: Familiarity with Five9 components (voice, digital channels, APIs, CRM connectors); working knowledge of Salesforce, Monday.com, Slack, Looker, and Jira; knowledge of SLAs, incident management, prioritization, and support metrics; enterprise customer experience; ITIL Foundation or relevant certifications.

Benefits

Comp & perks
  • Company stocks
  • Annual merit increase based on performance
  • 15% night shift differential pay
  • Paid Leave with Cash Conversion
  • HMO with free dependents
  • Retirement Plan
  • Life Insurance
  • While on work from home setup: Internet and meal allowance are provided
  • Employee Assistance Program for mental and social well-being
  • Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)