The opportunity
The Support Enablement Manager builds and scales the training, onboarding, and quality-assurance programs that power a high-performing contributor-support team. The role owns the full enablement lifecycle — from designing and delivering onboarding curricula to formalizing QA…
What you'll do
Own the enablement function end to end: assess gaps, prioritize initiatives, and drive them to completion within scope agreed with the Regional Manager; surface recommendations when scope should change.
Onboarding & curriculum: own the end-to-end onboarding for new Support Specialists; design, build, and continuously improve structured training that reflects current workflows, tools, and contributor-experience standards, so agents ramp quickly and confidently.
Coaching & development: build and maintain ongoing training across all tiers; partner with Team Managers to close skill gaps with targeted interventions that translate into performance improvement.
Quality assurance: own the QA program: scorecard design, calibration, audits, and reporting; keep QA consistent, fair, and actionable, and require that quality feedback cite a current source document.
Knowledge base / SSOT: own the support knowledge base and its review cadence so guides stay accurate and current, and retire stale content.
Team leadership: lead, develop, and manage a small team of Enablement & QA Specialists; set priorities, coach, and keep the team unblocked and accountable to high-quality output.
What they're looking for
- Cross-functional partnership: align training and quality initiatives with operational priorities alongside Team Managers, SMEs, Workforce Management, and regional leadership.
- Reporting & insights: track enablement and quality metrics, surface trends and recommendations, and use data to show program impact and where to invest.
- Experience — 4–6 years in enablement, training, L&D, or instructional design,: with 2+ years leading or managing a team. Demonstrated track record of building and scaling training programs from the ground up with measurable, lasting results, in a fast-paced tech or operations environment.
- Skills — expert instructional design and curriculum development (scalable,: engaging, outcome-driven); proven ability to assess complex process gaps, establish structure, and lead organizational change; exceptional written and verbal English with the ability to influence stakeholders at all levels.
