Enablement Manager (Support)
Core
Builds and scales training, onboarding, and quality-assurance programs for a high-performing contributor-support team.
Role type
Enablement Manager (Support)
Builds
Onboarding curricula, QA frameworks, and training programs for support specialists
Domain
Customer Support / Operations
Required skills
Instructional design, curriculum development, team leadership, process gap assessment, organizational change management, data analysis, stakeholder influence
Preferred skills
QA program ownership, bilingual English/Spanish, distributed team leadership
Technologies
Zendesk, Slack, Google Workspace, LMS platforms, QA/scorecard tooling, Redash, Snowflake
Responsibilities
Design and deliver onboarding curricula for new Support Specialists; build and maintain ongoing training across all tiers; own the QA program including scorecard design, calibration, and audits; manage the support knowledge base; lead and develop a small team of Enablement & QA Specialists; align initiatives with operational priorities; track enablement and quality metrics
Seniority
Mid-Senior, hands-on IC with team leadership