Demonstrates expertise in mentoring and developing technical coaches and customer support specialists while driving process improvements and technical capability building. Proficient in providing advanced coaching and support for complex products, with a focus on enhancing customer outcomes and agent performance.

Highest-signal resume keywords

Technical CoachingPerformance CoachingSaaS Support ExperienceAI Tools ProficiencyLearn2Lead Certification

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Mentor and develop Technical Coaches and Customer Support Specialists
Provide advanced coaching, training, and troubleshooting support to frontline agents
Drive technical capability building, escalation reduction, process improvement, and adoption of AI-enabled support solutions
Create technical resources and provide hands-on coaching
Improve first-call resolution (FCR), escalation rates, agent confidence, support effectiveness, and customer outcomes
Serve as a senior individual contributor through influence and technical expertise

Requirements

What you’ll need

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
RealPage product certifications (multiple modules)
Coaching Certification
Proven experience in performance coaching in a metric-driven environment
1 year plus in coaching, training, or leadership role

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

Technical SupportProcess ImprovementTroubleshootingPythonAutomationScriptingFirst-Call ResolutionComplex Product SupportMetric-Driven PerformanceCustomer Outcomes

Soft Skills

MentoringTrainingInfluenceLeadershipCommunication

Tools & Technologies

OneSiteAccounting ToolsCRM ToolsAI-Enabled Support Solutions

Certifications & Qualifications

Learn2Lead CertificationLead2Succeed CertificationRealPage Product CertificationsCoaching Certification

Industry Keywords

SaaSERPProperty TechTechnical SupportCustomer Support