Customer Support Training & Enablement Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Create and implement a structured onboarding process for new hires, focusing on product knowledge, tools, policies, and communication style.

• Set clear onboarding milestones and ensure certification is completed before representatives begin handling live caseloads.

• Collaborate with team leaders and Quality Assurance data to pinpoint representatives who may be underperforming.

• Develop targeted learning modules and resources to bridge specific skill gaps.

• Organize and conduct regular workshops regarding products, features, and changes in processes.

• Create and sustain a knowledge repository that includes playbooks, FAQs, and decision trees.

• Conduct interviews for entry-level Customer Support candidates alongside hiring managers.

• Evaluate candidates based on their coachability, communication skills, and overall fit.

• Monitor and report on ramp-up time, Quality Assurance scores, and training completion rates.

• Leverage performance data to enhance the curriculum continually.

⛳️ Requirements

• Proven experience in a training, enablement, or Learning & Development role, preferably within a customer support, service, or call center setting.

• Demonstrated success in developing onboarding programs or learning modules that have led to measurable improvements in representative performance.

• Proficiency in analyzing performance data, including QA scores, ramp-up time, and Customer Satisfaction (CSAT) metrics.

• Excellent facilitation and communication abilities.

• Experience in interviewing or a willingness to learn a structured interview process is advantageous.

• Capability to maintain core daily overlap with US EST business hours.

• No submissions from third parties or agencies will be accepted.

🏝️ Benefits

• Remote-first team environment.

• Daily core overlap with US EST business hours for team meetings and cross-functional collaboration.

• Commitment to being an equal opportunity employer that fosters an inclusive workplace.